1. Shape a brand-new function.
2. Transform customer journeys.
About Our Client
This business is a fast-scaling, technology-led business services organisation undergoing significant investment and transformation. With multiple revenue streams, a rapidly expanding digital product suite, and major plans for growth new functions are needed to ensure success.This role is the first hire into the new function - starting as a standalone position but quickly building a team and structure around you as the area grows. You will orchestrate the entire customer journey for multiple clients, acting as the single point of entry, improving consistency, and removing friction from the experience.
Job Description
You will be the voice of the customer and the guardian of an exceptional customer journey. You'll take ownership of service performance, client communications, escalations, insights, and continuous improvement - ensuring every touchpoint is smooth, predictable, and high quality.This means:
3. Acting as the main contact for major or unique client service issues, owning escalations end-to-end
4. Bringing order, structure, and clarity to service interactions
5. Monitoring SLAs, KPIs, and customer behaviours to identify repeat issues
6. Turning data into actionable insights that elevate the customer experience
7. Running Monthly Business Reviews with clients where issues / trends present a risk
8. Coordinating incident, problem, and change processes
9. Removing noise from operational teams by absorbing queries and customer friction
10. Building and later leading the new Service Management function - hiring, shaping, and scaling the team as the business grows
11. Challenging internally where needed to protect the customer journey and contractual commitments
12. Storytelling the impact of great service, bringing stakeholders on the journey
This role blends doing the doing with setting the strategy.
The Successful Applicant
13. Experience in service management, service delivery, or client operations
14. Background in shared services, outsourcing, or multi-client environments
15. Strong customer journey thinking
16. Data-driven, analytical mindset
17. Confident communicator able to face senior stakeholders
18. Strong problem solving and continuous improvement experience
19. Ability to hold the line, manage expectations, and protect the customer experience
20. Experience setting up service management
21. Experience managing multiple clients and governance frameworks
22. Understanding of SLAs and commercial service agreements
What's on Offer
23. Competitive salary £75,000
24. Permanent position based in Bradford (onsite 2 days per week. Tuesday & Thursday - set days)
25. Chance to lead a dedicated team and make a meaningful impact on the organisation.
26. Excellent benefits and growth opportunists