Head of Customer Operations
Location: Epsom, Surrey (office-based with hybrid options after probation)
Salary: Base 40-50k £70,000 OTE (base + bonus, negotiable based on experience)
Start Date: July 2026
No sponsorship offered
About Our Client
Our client is an innovative SaaS company delivering digital engagement and communication solutions to local government, housing associations, and public sector organisations across the UK.
They're experiencing strong growth and need an experienced operational leader to manage and scale their customer operations function as they continue to expand their client base.
This is a fantastic opportunity to join a forward-thinking business where you'll have genuine impact, work closely with senior leadership, and help shape the customer experience for some of the UK's most important public services.
The Role
We're looking for a highly organised and customer-focused Head of Customer Operations to lead the day-to-day delivery of customer support, onboarding, service management, and operational excellence.
You'll manage a multi-disciplinary team including support specialists, onboarding managers, digital outcomes experts, and marketing support staff. You'll be responsible for ensuring exceptional service delivery, managing escalations, coordinating with product and technical teams, and continuously improving processes and workflows.
This isn't just a support role – it's about operational leadership, cross-functional coordination, and driving measurable improvements in customer satisfaction and service quality.
Key Responsibilities
Customer Support & Service Delivery
* Manage day-to-day operations of customer support, including resource planning and work allocation
* Act as senior escalation point for complex customer issues
* Champion a customer success culture aligned with commercial strategy
* Monitor support trends and drive continuous improvement initiatives
Service & Incident Management
* Ensure high standards across all customer touchpoints
* Oversee customer onboarding alongside the onboarding team
* Operate incident management processes and communications
* Lead major incident reviews and ensure resolution within service targets
Team Management
* Lead, motivate, and develop a busy customer operations team
* Provide clarity, structure, and accountability across multiple functions
* Conduct regular 1:1s, coaching sessions, and performance reviews
* Foster a positive, collaborative, high-performing culture
Cross-Functional Coordination
* Work closely with Product and Technical teams on releases, enhancements, and escalations
* Collaborate with Sales, Marketing, and Account Management teams
* Coordinate customer communications for incidents, updates, and releases
* Support release planning and customer readiness activities
Operational Governance
* Define and monitor operational KPIs and service metrics
* Produce regular performance reporting for senior leadership
* Identify risks, bottlenecks, and improvement opportunities
* Ensure processes are scalable and aligned with business growth
What We're Looking For
Essential
Proven experience managing customer operations, service delivery, or customer success in a SaaS, technology, or software business
Strong people management experience with the ability to motivate and develop teams
Excellent organisational and operational management skills
Experience managing customer escalations and operational workflows
Experience working with enterprise or public sector customers
Ability to manage multiple priorities and coordinate cross-functional teams
Commercially aware with a strong customer-focused mindset
Process-driven, methodical, and calm under pressure
Strong stakeholder management and communication skills
Technical & Operational
Good understanding of SaaS products and customer delivery environments
Ability to work effectively with technical teams and understand technical issues
Experience coordinating releases, enhancements, or customer-impacting changes
Strong operational reporting and KPI management capability
Desirable
Experience in GovTech, public sector software, CRM, marketing technology, or enterprise software
Experience managing onboarding or implementation functions
Familiarity with IT service management frameworks
Knowledge of email marketing platforms
SFIA-aligned operational/service experience
The Ideal Candidate
You're likely currently managing a customer operations or service delivery function in a mid-sized SaaS company (30–150 people), supporting enterprise or public sector clients. You're technically literate, process-driven, and an excellent people manager who thrives on making operations run smoothly.
You're looking for your next step – a role where you can have real ownership, work closely with senior leadership, and build something scalable.
What's On Offer
Career Progression
Work directly with the Chief Commercial Officer
Clear pathway to C-level strategic roles as the business grows
Opportunity to define service standards and customer strategy
Benefits
£70,000 OTE (base + bonus, subject to experience)
Private health insurance (after year one)
Company pension scheme
Friendly, supportive team culture with room to grow
Working Arrangements
Full-time: Monday–Friday, 9am–6pm
Based at Epsom office
Hybrid working available after probation (minimum 3 days per week in office)
3-month probation period
How to Apply
If you're an experienced customer operations leader looking for a role with genuine impact in a growing SaaS business serving the public sector, we'd love to hear from you