Full job descriptionHEAD OF CUSTOMER SERVICEPermanent | Full-Time | On-Site | Nottingham
Salary: £42,000 - £50,000 DOE Working pattern: Fully on-site, Monday - Friday
The Opportunity
Our client is a high-growth, direct-to-consumer business operating in a competitive and fast-moving consumer goods sector. With a strong and loyal customer base built over many years, they pride themselves on delivering an exceptional end-to-end experience - and customer service sits right at the core of that promise.
They are now looking for a Head of Customer Service to take ownership of the customer communication strategy and elevate the function to the next level. This is a senior leadership role with genuine influence across the business, offering the chance to build, shape and drive a team that makes a real difference to the customer experience.
What You’ll Do
You’ll define and execute the company’s customer communication strategy across every touchpoint, leading a capable team focused on clear, consistent and impactful customer engagement.
Strategy & Leadership
*Develop and own the end-to-end customer communication strategy, from point of purchase through to long-term retention.
*Establish governance frameworks, tone of voice standards and best-practice guidelines.
*Lead, coach and develop a high-performing team, setting clear expectations and driving accountability.
Customer Experience & Engagement
*Design and continuously improve multi-channel communication journeys.
*Ensure customers are kept informed proactively and that every interaction feels personalised and on-brand.
*Leverage customer data and insight to refine messaging and improve satisfaction metrics.
Content & Messaging
*Oversee the production of clear, consistent and customer-centric content across all channels and segments.
*Manage sensitive or time-critical communications with professionalism and care.
Systems, Data & Performance
*Own the tools and processes used to log, track and resolve customer queries efficiently.
*Define and report on KPIs across engagement, resolution and operational performance.
*Identify patterns in customer contact to drive continuous improvement across the business.
Cross-Functional Collaboration
*Work closely with teams across the business to ensure swift and effective resolution of customer issues.
*Ensure all communications meet regulatory and compliance requirements.
What We’re Looking For
*A proven track record in senior customer service or customer communications leadership.
*Experience building and executing multi-channel communication strategies at scale.
*Strong analytical mindset - comfortable turning data into actionable improvements.
*Excellent written communication skills with a keen eye for tone, clarity and brand consistency.
*A natural, engaging people leader with the ability to motivate and develop a team.
*At ease working at pace in an entrepreneurial, fast-moving environment.
*Experience with CRM or customer service platforms would be a strong advantage.
What’s on Offer
*Salary of £42,000 - £50,000 depending on experience
*Comprehensive health and wellbeing support
*Access to an employee support and benefits programme
*Regular product allowance
*Enhanced family leave provisions
*Subsidised fitness and wellness benefit
*25 days’ annual leave + bank holidays + one additional personal day per year