* Excellent Number 1 Customer role, growing business
* Able to impact real change to customer and advisor journeys
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 Description
You 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.
Successful Applicant
* Have held a Head of level role within a products style organisation
* Lead 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 Offer
This 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
* £85,000 - £95,000 salary
* A rare opportunity to make a strategic impact in a growing business
* Full ownership of the customer operation and experience strategy
* (Full time) On‑site role based in Liverpool
Please note: Please submit your application online, as further details cannot be shared at this stage.
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