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We’re looking for a Head of Customer who’s all about building trust, solving problems before they happen, and putting the client at the heart of every decision.
You’ll be someone who thrives on delivering quality, who listens as much as they lead, and who understands that long-term success is built on trust, consistency, and care. If you’re passionate about creating meaningful client experiences, developing high-performing teams, and driving operational excellence then this could be your next big move.
Company Description
Welcome to MRC Group, the newly rebranded identity of Medical Record Collation. With over 20 years of experience, we are a nationally recognized, award-winning provider of medical record services for the medico-legal sector. Our rebrand reflects our evolution while staying true to the values that define us: quality, service, innovation, and trust. MRC Group offers a full suite of expert services including AI-driven collation, case assessment, expert chronology, diagnostic reporting, secure document sharing, and CPD-accredited training for legal teams. Our in-house clinical team, secure tech platforms, and industry partnerships ensure responsive, accurate, and efficient support across the UK.
Role Description
This is a full-time role for a Head of Customer at our Altrincham office. The Head of Customer will oversee customer satisfaction initiatives, manage customer service operations, enhance the overall customer experience, and analyse customer feedback to drive improvements. Daily tasks include leading the customer service team, developing customer-centric strategies, ensuring high-quality service delivery, and collaborating with other departments to meet customer needs.
Client Engagement & Relationship Management
* Act as the lead ambassador for client satisfaction and loyalty across MRC.
* Develop structured, proactive communication strategies that keep clients engaged, informed, and supported.
* Maintain close relationships with key accounts, resolving issues efficiently and identifying opportunities to add value.
* Oversee client feedback mechanisms and translate insights into service improvements.
* Lead and develop a high-performing, client-focused service team.
* Embed a culture of accountability, responsiveness, and service excellence.
* Provide ongoing coaching, support, and training to elevate individual and team performance.
* Set clear objectives and expectations aligned with MRC’s service standards.
* Champion strong communication between service, clinical, commercial, and operational teams to ensure consistent delivery.
* Be the critical link ensuring client needs are understood and met by every part of the business.
* Attend leadership and planning meetings to represent the voice of the customer internally.
Operational Delivery & Continuous Improvement
* Ensure all operational aspects of service delivery run smoothly, efficiently, and to deadline.
* Monitor SLAs, KPIs, and client outcomes to measure and improve performance.
* Streamline internal processes, reduce friction, and embrace tools like HubSpot for better visibility and tracking.
Client Retention & Growth
* Work alongside Marketing and Commercial teams to identify growth opportunities within the client base.
* Lead initiatives that enhance the value clients receive from MRC, encouraging long-term relationships.
* Promote and represent MRC externally at events, networking opportunities, and client meetings.
Skills & Experience
* Proven leadership experience in client-facing or customer-success roles.
* Excellent interpersonal and communication skills, with the ability to build trust and rapport.
* Strong commercial awareness and understanding of customer retention strategies.
* A data-driven approach to service delivery and process improvement.
* Confident in managing teams, setting objectives, and delivering results.
* Experience working cross-functionally across departments to align goals.
* Experience in the medical or legal sector is a plus
Why Join Us
At MRC Group, you’ll join a business that blends the values of a trusted, long-established provider with the energy and ambition of a company constantly evolving. We’re proud of our reputation for quality, but never complacent. We embrace innovation, encourage ideas, and support each other to raise the bar.
As Head of Customer, you’ll be at the heart of this mission, leading a team that shapes how clients experience our brand, our services, and our values. You’ll have the autonomy to drive change, the support of a collaborative leadership team, and the satisfaction of knowing your work has a direct impact on our success and reputation.
If you’re looking for a role where relationships matter, where high standards are celebrated, and where you can genuinely make a difference — we’d love to hear from you.
Seniority level
* Seniority level
Director
Employment type
* Employment type
Full-time
* Industries
Legal Services
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