Head of Customer Service & Operations

CCP are delighted to be supporting a growing and ambitious organisation in the search for an experienced Head of Customer Service & Operations. This is a rare opportunity for an accomplished operational leader to take ownership of a customer-facing service function and play a key role in shaping the future direction of the business.As a member of the senior leadership team, you’ll lead a multi-disciplinary operation spanning Customer Service, Technical Support and Field Engineering, driving service excellence, operational efficiency and commercial performance. You’ll be responsible for creating a customer-centric culture, delivering continuous improvement initiatives and ensuring the department consistently delivers an exceptional customer experience.This role offers significant autonomy and influence, making it ideal for someone who enjoys leading change, developing high-performing teams and driving measurable business results.Key Responsibilities

• Lead and develop the Customer Service and Operations function, ensuring outstanding service delivery across all customer touchpoints.
• Provide leadership, coaching and performance management to Customer Service Advisors, Technical Support teams and Field Engineers.
• Drive operational excellence through effective planning, resource allocation, workforce utilisation and performance management.
• Identify and implement continuous improvement initiatives to enhance customer satisfaction, productivity and commercial performance.
• Take ownership of departmental strategy, ensuring the function supports wider business objectives and future growth plans.
• Build and maintain strong relationships with customers, suppliers, service partners and internal stakeholders.
• Develop a culture of accountability, collaboration and customer focus across the department.
• Monitor operational and financial performance, identifying opportunities to improve efficiency and profitability.
• Contribute to wider business strategy as part of the senior leadership team.

About You:  We’re looking for an experienced operational leader who combines strong commercial awareness with a genuine passion for customer experience. You’ll likely have:

• Proven experience leading customer service, service delivery or operational teams.
• A track record of driving change, continuous improvement and operational transformation.
• Strong people leadership skills with the ability to motivate, develop and retain high-performing teams.
• Experience managing technical, engineering or field-based service functions.
• Excellent stakeholder management and communication skills.
• Strong commercial acumen and a data-driven approach to decision-making.
• The ability to balance strategic thinking with a hands-on leadership style.

What’s on Offer? This is an opportunity to join a business that genuinely values customer experience and operational excellence. You’ll be given the freedom and support to make meaningful improvements, influence business strategy and build a best-in-class service operation.If you’re a commercially minded leader who enjoys driving performance, developing people and creating exceptional customer experiences, we’d love to hear from you.Apply: This role is being managed by Mark Conway at CCP. If you have the required experience and would like to be considered for this exciting opportunity, please apply online. CCP aims to respond to all applications within 72 hours.