About Our Client

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.Job DescriptionYou 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.The Successful ApplicantWe’re seeking a strategic and inspirational leader who can:Have held a Head of level role within a products style organisationLead 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.What’s on OfferThis 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. What You’ll Get£80,000 salaryA rare opportunity to make a strategic impact in a growing businessFull ownership of the customer operation and experience strategy(Full time) On-site role based in LiverpoolPlease note: Due to annual leave, applications will be reviewed from mid-August onwards. Please submit your application online, as further details cannot be shared at this stage.Contact

Katy Bevan

Quote job ref

JN-072025-6802791

Phone number

+44 151 255 3751#J-18808-Ljbffr