Head of Customer Experience

Job Title: Head of Customer ExperienceSalary: £70,000 per annumHours: Permanent, Full Time (Monday - Friday) - Flexible start/ finish times Our client is a highly successful and growing business where customer experience is at the heart of everything they do. With a significant volume of customer interactions taking place every week and an outstanding reputation built on customer satisfaction, they are now seeking an experienced and hands on Head of Customer Experience to lead and develop their customer function. This is a senior leadership role focused on ensuring customers receive an exceptional experience throughout their journey, particularly when issues arise. The successful candidate will take ownership of the customer experience strategy, complaints management function and service improvement initiatives, ensuring customer feedback drives positive change across the business. Reporting directly to the Directors, you will work closely with the Head of Operations and wider leadership team to continuously improve customer outcomes, order processing, product delivery and overall service performance. This is an excellent opportunity for a commercially minded and customer focused leader who enjoys solving problems, improving processes and driving meaningful change.As Head of Customer Experience you will:

• Provide strategic leadership across the customer operation, ensuring service excellence remains central to business performance.
• Lead, mentor and develop management teams, creating a culture of accountability, ownership and continuous improvement.
• Drive operational performance through effective KPI management, resource planning and performance analysis.
• Take ownership of the complaints and escalations process, ensuring issues are resolved effectively whilst protecting and enhancing the company's reputation.
• Use customer feedback, operational data and performance trends to identify opportunities for improvement and implement meaningful change.
• Take ownership of customer experience across all service channels, ensuring consistently high standards are delivered.
• Review and optimise processes, systems and workflows to improve efficiency, productivity and customer outcomes.
• Work collaboratively with the Head of Operations to ensure smooth order processing, product delivery and overall customer satisfaction.
• Develop robust reporting frameworks that provide meaningful insight into operational performance and customer behaviour.
• Lead service improvement and transformation projects that support business growth and scalability.
• Utilise technology, automation and AI driven solutions to improve processes, reporting and customer outcomes.
• Drive improvements in customer satisfaction, service quality, operational efficiency and employee engagement.
• Ensure managers and teams are fully supported, developed and equipped to perform at the highest level.
• Create an environment where customer excellence and employee development go hand in hand.

Skills & Experience expected:

• Proven experience in a senior customer experience, customer care, complaints management or customer service leadership role.
• Strong background managing customer complaints, escalations and service recovery within a high volume environment.
• Experience leading and developing managers and multi layered teams.
• Demonstrable success in driving customer experience improvements and implementing service enhancement initiatives.
• Hands on leadership style with the ability to react quickly and effectively when required.
• Strong analytical skills with the ability to interpret customer feedback, operational data and performance trends.
• Experience working with operational teams to improve end to end customer journeys.
• Knowledge and practical experience of AI tools, automation and technology solutions that support process improvement and operational efficiency.
• Excellent stakeholder management and communication skills.
• Commercial awareness with the ability to balance customer satisfaction with business objectives.

In return you will receive:

• Salary of £70,000
• Permanent, Full Time (Monday - Friday) - Flexible start/ finish times
• Opportunity to join a highly successful and growing business with an exceptional customer reputation.
• A senior leadership position with genuine influence across the organisation.
• The chance to lead a significant operational function and shape future strategy.
• Supportive leadership team and collaborative working culture.

If you are an operationally focused leader who is passionate about customer experience, team development and continuous improvement, we would love to hear from you.Our GuaranteeThank you for your initial expression of interest in our available vacancy. If we have not contacted you within 5 working days of your application, please understand that the CV received, and the information provided does not meet the requirements of the current vacancy. However, we will consider all applications for any available opportunity, present or future, and proactively contact you should we deem there to be a suitable match.Here at Impression we are committed to supporting the principles of equal opportunities and prohibit discrimination/harassment of any kind based on race, colour, sex, religion, sexual orientation, national origin, disability, genetic information, pregnancy, or any other protected characteristic.

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