Head of Customer Care
£70,000 - £85,000 DOE
Are you a customer service leader who thrives on improving performance, driving operational excellence, and creating exceptional customer experiences?
We are looking for an experienced Head of Customer Care to lead and transform our customer care function. This is a senior leadership role responsible for developing strategy, improving service delivery, enhancing customer satisfaction, and building a high-performing team capable of delivering outstanding results.
This position offers the opportunity to make a significant impact across the business, shaping customer experience strategy whilst driving measurable improvements through data, process optimisation, and people leadership.
The Role
As Head of Customer Care, you will:
- Lead and develop the overall customer care strategy
- Drive a customer-first culture across the organisation
- Analyse customer feedback, complaints, Trustpilot reviews, and operational data to identify improvement opportunities
- Ensure delivery against key service KPIs including CSAT, SLA achievement, complaint reduction, and first-contact resolution
- Lead service improvement and operational transformation initiatives
- Develop reporting frameworks and KPI dashboards
- Collaborate with Operations, Logistics, Supply Chain, Sales, CRM, and IT teams
- Coach and develop managers, team leaders, and wider customer care teams
- Manage high-level customer escalations and protect brand reputation
- Drive workforce planning, productivity, and operational efficiency
About You
We're looking for someone who can demonstrate:
- Significant leadership experience within Customer Care, Customer Service, Customer Experience, or Customer Operations
- Experience managing large, multi-level teams
- Strong operational and commercial awareness
- A track record of improving customer service performance through data-driven decision making
- Experience leading change, transformation, and continuous improvement projects
- Strong understanding of KPIs, SLAs, complaints management, and escalation handling
- Excellent stakeholder management and communication skills
- A proactive and solutions-focused leadership style
Desirable Experience
- Multi-channel customer operations
- Contact centre leadership
- CRM platforms
- Trustpilot management
- Advanced reporting and data analysis
- Process improvement methodologies
What's on Offer
- Salary between £70,000 - £85,000 depending on experience
- Senior Leadership Team exposure
- Opportunity to shape and influence customer strategy
- High-impact transformation role
- Career progression opportunities
- Collaborative and ambitious working environment
Apply Now
If you're an experienced customer service leader with a passion for operational excellence, customer experience, and continuous improvement, we'd love to hear from you.
Job Type: Full-time
Pay: £70,000.00-£85,000.00 per year
Benefits:
- Company pension
- Free parking
- On-site parking
- Sick pay
Work Location: Hybrid remote in Huddersfield HD1 2ET
