Head of Customer Service

Our retained client is a market‑leading FMCG organisation based on the outskirts of Glasgow, they are looking to appoint a highly capable Head of Customer Service with immediate effect. This is a pivotal leadership role responsible for shaping, driving, and elevating the end‑to‑end customer experience across the UK.

Role Purpose

As Head of Customer Service, you will lead the Customer Service function, ensuring exceptional service delivery across all customer touchpoints. Sitting on the UK Leadership Team, you will influence business‑wide strategy, embed a customer‑first culture, and drive improvements that strengthen satisfaction, loyalty, and retention within a fast‑paced FMCG environment.

Key Responsibilities

• Develop and deliver a customer service strategy aligned with business growth and FMCG sector demands.
• Lead, mentor, and develop a high‑performing Customer Service team.
• Design and execute initiatives that improve customer satisfaction and loyalty.
• Analyse customer feedback, service performance, and retention data to identify trends and opportunities.
• Drive continuous improvements across systems, processes, and service standards.
• Deliver regular performance reports, insights, and improvement plans to the Managing Director and Leadership Team.

Required Skills & Experience

• Proven senior leadership experience within Customer Service, ideally in FMCG or B2B service‑driven environments..
• Excellent leadership, communication, and stakeholder management skills.
• Highly data‑driven, with the ability to interpret insights and translate them into action.
• Experience implementing CRM systems and driving service‑led process improvements.