Head of Customer Service

As Head of Customer Care, you will lead the development and delivery of Movianto's Customer Care strategy, playing a key role in driving sustainable commercial growth, customer retention, and service excellence. You will combine strategic vision with hands‑on leadership, inspiring a high‑performing Customer Care function.

This is a full‑time, Monday to Friday role (37.5 hours per week), offering a competitive salary of up to £75,000 per annum, dependent on experience.

• Discounted gym memberships/onsite gym membership
• 33 days annual leave (including bank holidays)
• Holiday Purchase scheme
• Eligibillity for Bonus Scheme
• Flexible pay through Wagestream
• Life Assurance
• 5% Employer Pension Contribution
• Access to Simply Health
• 24/7 GP, physiotherapy and counselling through our EAP service
• Cycle to Work scheme
• Access to MyRewards, a benefits platform

Movianto is a leading pharmaceutical supply chain solutions partner offering best-in-class logistics quality for the pharmaceutical, biotech, medical device and diagnostic industries.

As a senior manager within the Commercial function, the Head of Customer Care acts as a senior escalation point for client queries, provides actionable customer insight to executive leadership, and champions a client‑first culture across the organisation.

• Own and evolve Movianto's Customer Care strategy, operating model, and performance framework aligned to commercial objectives.
• Act as the senior escalation point for complex or high-impact customer issues.
• Partner with Commercial leadership to drive customer retention, renewals, and account growth through proactive, insight‑led service management.
• Translate customer feedback, complaints, and service performance data into actionable commercial insight.
• Define, track, and improve key service metrics including CSAT, NPS, SLAs, response and resolution times.

• Own and optimise the Customer Care technology landscape, including Salesforce Service Cloud, contact centre/VOIP solutions, omnichannel platforms, and analytics tools such as Power BI.
• Contribute to the Customer Care technology roadmap, ensuring systems are effectively leveraged to improve customer experience, productivity, and insight.
• Drive process automation, digital transformation, and continuous improvement initiatives.

• Lead and develop high‑performing Customer Care teams, building leadership capability through coaching, succession planning, and targeted development.
• Collaborate cross‑functionally with Sales, Operations, IT, Quality, and other stakeholders to align Customer Care delivery with business objectives.
• Ensure compliance with contractual SLAs, regulatory requirements, internal policies, and quality standards.
• Oversee effective onboarding and training.

• Strong track record of delivering measurable improvements in customer satisfaction, loyalty, and service performance using data and insight.
• Experience owning and optimising Customer Care technologies, service metrics (CSAT, NPS, KPIs), and executive‑level reporting.
• Commercially astute, with the ability to link customer experience to retention, growth, and financial outcomes.
• Excellent communicator and influencer, with experience driving process improvement, automation.