Head of Customer Services
Remote with occasional travel £50,000 £70,000 + Bonus + Benefits
Do you thrive on leading high-performing teams and shaping exceptional client experiences?
This is your chance to take ownership of a vital function in a forward-thinking organisation that s revolutionising apprenticeship assessment within the construction and built environment sector.
Following our recent integration into AQA - one of the UK s most trusted awarding bodies. We are entering a new era of growth and innovation. You ll join at a pivotal moment, steering our client services strategy while keeping our people-focused culture at the heart of everything we do.
About Us
We are a specialist End-Point Assessment Organisation (EPAO) delivering trusted, high-quality assessments nationwide. From modern assessment centres to tailored client support, we ve built a reputation for excellence, consistency, and value.
Now, as part of the AQA group, we have the backing and credibility of a nationally recognised organisation, while continuing to operate with the agility and personal touch of a close-knit team.
Benefits include:
* Competitive salary and performance-related bonus
* Flexible working arrangements and enhanced holiday policy
* Comprehensive wellbeing programme
* Collaborative, values-led culture where ideas are welcomed
The Role
As Head of Customer Services, you ll lead our Relationship Management and Coordination teams, overseeing the complete customer journey - from onboarding to ongoing engagement. Working closely with the Operations Director and senior leadership, you ll set high standards for service delivery and ensure our commitments are consistently met.
Key areas of responsibility
* Managing client accounts, contracts, and service levels
* Streamlining booking and gateway processes
* Leading strategic relationship-building with providers and employers
* Driving improvements based on client feedback and data insights
* Partnering with other departments to ensure operational excellence
* Coaching and developing your team to deliver outstanding service
About You
We re looking for a leader who can combine strategic vision with hands-on management. You ll be skilled at building relationships, solving problems, and motivating teams to deliver results.
You will bring:
* Senior-level experience in customer service, account management, or a related field
* Proven team leadership skills, ideally within apprenticeships or EPA
* Strong organisational and communication abilities
* Confidence with CRM systems and data-driven decision-making
* A track record of improving service quality and achieving KPIs
Why Join Us?
This is more than just a leadership role, it s a platform to shape how our clients experience our services, influence business growth, and be part of a sector-leading organisation in an exciting transformation phase.
Take the next step, Apply today to make your mark and lead a function that truly matters.
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