We’re Hiring: Head of Customer Service
Location: Piccadilly Business Centre, Manchester
Job Type: Full-Time, Permanent
Seniority: Manager / Department Head
Ready to lead customer service at a brand that's growing fast and thinking big?
Besque is scaling rapidly in the women’s wellness space, and we’re on the hunt for a passionate, driven, and customer-obsessed Head of Customer Service to join us on the journey. If you thrive in high-growth environments, love building teams and get excited by the idea of creating standout customer experiences—this is your moment!
About Besque
Besque is a fast-growing eCommerce brand in the wellness space, providing high-quality, natural solutions for women’s health.
We're looking for a strategic and experienced Head of Customer Service to lead and grow our support team and help shape an exceptional customer experience at every touchpoint.
The Role
This is an on-site role in Manchester, leading a blended team of remote and in-person support staff. You’ll manage day-to-day operations while driving performance metrics and collaborating across departments to ensure our customers feel heard, supported, and valued.
What You’ll Be Doing
* Lead customer service across email, phone, and DMs (across social media platforms)
* Manage, train, and support a high-performing remote and on-site team
* Monitor key KPIs like CSAT, FRT, and resolution rate—and drive continuous improvement
* Handle high-level escalations and maintain robust SOPs and QA processes
* Act as the voice of the customer across departments, from logistics to product
* Drive compliance and uphold internal service standards and processes
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What We’re Looking For
* 6+ years of customer service experience, including 3+ in a leadership role
* Strong track record in improving service KPIs in an eCommerce environment
* Confident managing hybrid teams in a fast-paced setting
* Data-driven, strategic, and customer-obsessed
Why Join Us?
* Opportunity to shape a customer service function
* Excellent location and transport links
* Competitive salary: £36,000 per annum
* Bonus scheme
* Free on-site parking
Besque is an equal opportunity employer. We believe that diversity of backgrounds, experiences, and perspectives makes us stronger as a team and better as a company. We’re committed to creating an inclusive environment where everyone feels welcomed, valued, and supported.
Ready to make an impact in a high-growth eCommerce brand? Apply now or share this with someone who’d be a great fit!