Head of Customer Services

Ref No. 24761
Posted 13 May 2024


Employment: Permanent

Job description

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Are you a Head of Customer Services keen to embark on a new challenge?

IntaPeople are delighted to be partnered with a client who are looking to recruit a Head of Customer Services in their Caerphilly offices. The client is an SME in its field with their only competitor being Amazon (who they usually outsell globally).

About the role…

  • You will manage the customer support team of around 10 individuals, whilst developing and motivating the team ensuring they meet business needs.
  • Directly manage two Line Managers providing 1:1’s, mentorship and overall support.
  • You will gather and analyse customer feedback, to understand any challenges.
  • Develop and execute a comprehensive strategy to enhance the customer experience through innovation.
  • Lead a team of customer service professionals, providing guidance, mentorship, and support to drive exceptional performance.
  • Identify emerging trends and technologies in customer service and implement them to streamline processes and exceed customer expectations.
  • Collaborate cross-functionally with product development, marketing, and sales teams to gather insights and incorporate customer feedback into product/service improvements.
  • Stay abreast of industry best practices and competitor activities, leveraging insights to maintain our competitive edge in customer service excellence.
  • Act as a champion for the customer within the organisation, advocating for their needs and preferences in all decision-making processes.

About you…

  • You will have strong communication skills with the ability to influence and make an impact!
  • The ability to build strong collaborative relationships.
  • You will have strong analytical and decision-making skills, with the ability to work independently using your own initiative.
  • You will be positive, professional with a can-do attitude!
  • You will have strong leadership skills.


  • Private medical healthcare.
  • Pension.
  • 25 days annual leave + bank holidays + your birthday off!
  • Bonus (Up to 10%).
  • Monthly socials + Team days!

This is an exciting role for a professional, motivated and dynamic individual to effectively make changes to ensure seamless customer service and experience! 

Reach out to Caitlin on 02920 252500 for more information or APPLY directly – if you’d like to email me reach me on c.coles@intapeople.com

Your consultant

Caitlin Coles

Recruitment consultant

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