Job Title

North East England | on-site Working | Full-time A fast-growing consumer brand is seeking a Head of Customer Service to lead its customer support strategy across the UK, EU, and US markets.Is your CV ready If so, and you are confident this is the role for you, make sure to apply asap.This is a key leadership role within a digitally native, international business focused on delivering exceptional customer experiences across e-commerce and retail channels.About the Role You will oversee the delivery of high-quality customer service across all support channels, fostering a culture of excellence, empathy, and continuous improvement.As the customer voice within the business, youll drive strategy, manage performance, and collaborate with teams across operations, product, and e-commerce to improve the full customer journey.Key Responsibilities Lead and develop the customer service team, ensuring SLAs and KPIs are consistently met Create and execute strategies to enhance customer satisfaction, retention, and loyalty Oversee customer insights and reporting to inform cross-functional improvements Manage escalations, complex queries, and brand reputation with care and confidence Implement customer support tools and technologies to streamline and modernise operations Develop and refine customer service policies, FAQs, and processes to ensure consistency Act as the internal champion for the customer experience across all regions and channels What Were Looking For Proven leadership experience in a multi-channel customer service environment A customer-first mindset with experience shaping and scaling service operations Strong commercial awareness and experience working in a fast-paced, growth-focused business Experience with support technologies (e.g., CRM, helpdesk, live chat platforms) Excellent communication skills and a hands-on, proactive leadership style Comfortable working cross-functionally to influence product and operational decisions If you're passionate about customer excellence and thrive in a high-growth environment, this role offers the chance to make a real impact on a brand thats expanding globally.Apply now or reach out for a confidential conversation.