Head of Customer Service

• Excellent Number 1 Customer role, growing business
• Able to impact real change to customer and advisor journeys

As Head of Customer, you will lead the entire customer operation, overseeing:

• A multi-channel contact centre (digital, telephony, email, and admin)
• Full product journey management - from initial enquiry to delivery, aftercare, and repeat orders.
• Specialist teams including Training, Quality, Resource Planning, and Digital Experience.

You will own the customer strategy and work closely with internal teams - including Warehouse, Logistics, and Sales - to ensure a consistent, seamless customer experience. Reporting directly to the C‑suite and working with PE partners, you will also hold accountability to the regulator, ensuring all customer compliance and recommendations exceed expectations.

This is a hands‑on leadership role where you can make a real impact on every advisor and customer. We're looking for someone who can :

• Drive innovation and implement operational strategies that improve adherence, waiting times, and efficiency without compromising service levels.
• Understand complex product journeys - ideally with experience in manufacturing‑to‑consumer delivery processes within a regulated environment.
• Own and deliver a CX strategy with measurable improvements to satisfaction, feedback scores, and commercial outcomes.
• Leverage technology to enhance service while maintaining a personal, human touch.

• Have held a Head of level role within a products style organisation
• Lead and develop teams to high performance in a contact centre environment.
• Navigate the complexities of regulated, multi‑step customer journeys.
• Balance operational efficiency with exceptional service delivery.
• Influence stakeholders at all levels, including C‑suite and PE investors.

This is a senior leadership role in a privately owned but rapidly scaling business with significant investment. Many processes are evolving to meet today's scale and tomorrow's ambitions - you'll play a pivotal part in shaping that journey.

• £85,000 - £95,000 salary
• A rare opportunity to make a strategic impact in a growing business
• Full ownership of the customer operation and experience strategy
• (Full time) On‑site role based in Liverpool

Please note:

Please submit your application online, as further details cannot be shared at this stage.