Head of Customer Service

About the Role

Lead and develop a high‑performing customer care team handling commercial, technical, and logistics support while driving revenue generation activities. Implement and optimize global processes, policies, and tools to enhance customer care operations across all media channels. Serve as the primary point of contact for internal and external stakeholders, collaborating with Zone/Country management. Drive strategic customer care excellence initiatives to elevate customer satisfaction and achieve business objectives. Oversee budget management, resource planning, recruitment, training programs, and performance reporting. The role offers the opportunity to lead strategic customer care initiatives that directly impact business success, develop innovative solutions to enhance the customer experience, build and nurture high‑performing teams across multiple locations, shape and influence service excellence strategies, and grow professionally in a dynamic, customer‑focused environment. • Lead and develop a high‑performing customer care team across commercial, technical, and logistics support. • Implement and optimize global processes, policies, and tools for multi‑channel customer service. • Act as primary liaison for internal and external stakeholders, partnering with zone and country management. • Drive strategic initiatives to boost customer satisfaction and meet business objectives. • Oversee budgeting, resource planning, recruitment, training, and performance reporting. • Consistently achieve customer satisfaction metrics and revenue targets.

Key Responsibilities

• ▸team leadership
• ▸process optimization
• ▸stakeholder liaison
• ▸strategic initiatives
• ▸budget management
• ▸performance reporting

What You Bring

Successful candidates will have a proven track record in managing customer service operations and driving operational excellence, strong leadership abilities with experience in coaching and developing teams, expertise in implementing and optimizing service processes and technologies, outstanding communication and stakeholder management skills, and a demonstrated history of meeting customer satisfaction metrics and revenue targets. • Demonstrate proven track record in managing customer service operations and achieving excellence. • Exhibit strong leadership, coaching, and team development skills. • Expertise in deploying and optimizing customer service technologies and processes. • Strong communication and stakeholder‑management capabilities.

Requirements

• ▸customer service
• ▸leadership
• ▸coaching
• ▸process optimization
• ▸stakeholder management
• ▸revenue targets

Benefits

We provide a competitive salary and bonus scheme, 28 days of annual leave plus public holidays, a holiday‑buy programme, pension, employee share ownership, health and wellbeing support, gym flex, career hub with internal mobility and mentorship, shopping and dining discounts, a learning portal, and many other benefits.

Work Environment

Office Full-Time