HEAD OF CUSTOMER SERVICEPermanent | Full-Time | On-Site | Nottingham

Salary: £42,000 - £50,000 DOE Working pattern: Fully on-site, Monday - Friday

The Opportunity

Our client is a high-growth, direct-to-consumer business operating in a competitive and fast-moving consumer goods sector. With a strong and loyal customer base built over many years, they pride themselves on delivering an exceptional end-to-end experience - and customer service sits right at the core of that promise.

They are now looking for a Head of Customer Service to take ownership of the customer communication strategy and elevate the function to the next level. This is a senior leadership role with genuine influence across the business, offering the chance to build, shape and drive a team that makes a real difference to the customer experience.

What You'll Do

You'll define and execute the company's customer communication strategy across every touchpoint, leading a capable team focused on clear, consistent and impactful customer engagement.

Strategy & Leadership

• Develop and own the end-to-end customer communication strategy, from point of purchase through to long-term retention.
• Establish governance frameworks, tone of voice standards and best-practice guidelines.
• Lead, coach and develop a high-performing team, setting clear expectations and driving accountability.

Customer Experience & Engagement

• Design and continuously improve multi-channel communication journeys.
• Ensure customers are kept informed proactively and that every interaction feels personalised and on-brand.
• Leverage customer data and insight to refine messaging and improve satisfaction metrics.

Content & Messaging

• Oversee the production of clear, consistent and customer-centric content across all channels and segments.
• Manage sensitive or time-critical communications with professionalism and care.

Systems, Data & Performance

• Own the tools and processes used to log, track and resolve customer queries efficiently.
• Define and report on KPIs across engagement, resolution and operational performance.
• Identify patterns in customer contact to drive continuous improvement across the business.

Cross-Functional Collaboration

• Work closely with teams across the business to ensure swift and effective resolution of customer issues.
• Ensure all communications meet regulatory and compliance requirements.

What We're Looking For

• A proven track record in senior customer service or customer communications leadership.
• Experience building and executing multi-channel communication strategies at scale.
• Strong analytical mindset - comfortable turning data into actionable improvements.
• Excellent written communication skills with a keen eye for tone, clarity and brand consistency.
• A natural, engaging people leader with the ability to motivate and develop a team.
• At ease working at pace in an entrepreneurial, fast-moving environment.
• Experience with CRM or customer service platforms would be a strong advantage.

What's on Offer

• Salary of £42,000 - £50,000 depending on experience
• Comprehensive health and wellbeing support
• Access to an employee support and benefits programme
• Regular product allowance
• Enhanced family leave provisions
• Subsidised fitness and wellness benefit
• 25 days' annual leave + bank holidays + one additional personal day per year