Head of Customer Service

£40K OTE + benefits

About PC Group

PC Group delivers the essential platform to build your business with the right people.

Our collection of compliance brands deliver expert background checking for a modern market.

PC Group's commercial offerings are organised into 3 brands. These are:

• Personnel Checks - DBS & other pre employment checks for businesses

• TaxiPlus - Background Checks for Taxi Drivers

• Chexx.io - Background Checking API

Check out our careers page to get a feel for what it's like to work at PC Group

What you will be working on as Head of Customer Service

As our Head of Customer Service you'll be responsible for our entire support function across all of PC Group's brands. This means that you will manage the processes, the people and the quality of how our customers receive support. PC Group prides itself on delivering the highest quality support to all customers - check out our TrustPilot page and Google Review page to see for yourself!

At PC Group, managers & leaders have to strike the right balance between being at times, hands-on and at others, strategic. The phones will be ringing, the emails will be pinging and the chats will be dinging - it is your job to ensure calm, control and quality throughout.

You'll have a range of people, systems and processes at your disposal and working closely with our Head of Operations. You'll seek to refine and improve all aspects of the company's support function as we drive for growth at the highest level.

What your typical day-to-day will look like

On a typical day, you and your team will interact with customers through phone, email, and live chat to deliver high-quality service. PC Group has made a point of market differentiation through the provision of excellent customer support. With that in mind, throughout the weeks and months, you will step out of the operations to focus on the people management & process improvement side of your role.

On the people side, this means being a genuine, hands-on leader, not just managing performance from a distance, but coaching your team through real situations. Whether that's debriefing a complex escalation, helping a newer team member build their confidence, or spotting that someone has a particular strength worth developing, you'll be actively shaping how the team grows. You'll run quality checks, share learnings from customer feedback, and foster the kind of collaborative culture where people feel supported to do their best work. When performance concerns arise, you'll handle them constructively and in partnership with the Head of Operations, always with development, not just accountability in mind.

On the process side, you'll be the person asking "why does this keep happening?" when recurring issues surface, and then doing something about it. That might mean reviewing an end-to-end workflow that's creating friction, updating documentation to reflect a regulatory change, or working cross-functionally with the Compliance, Technology, or Commercial teams to remove a blocker that's affecting service quality. You'll keep a close eye on performance trends and service data, turning what you see into clear recommendations and tangible improvements and making sure those changes actually stick once implemented.

What you'll bring with you

• Operational and workload management across multi-channel support environments

• Data interpretation and reporting, using system insights to drive decisions

• Process review, documentation, and workflow improvement

• Case and escalation management, particularly for complex or sensitive queries

• Knowledge of compliance, regulatory requirements, and data protection practices

• Contract and service delivery oversight

What type of person you are

• Proactive and solution-focused - you spot problems before they escalate and take initiative to resolve them

• Accountable and reliable - you take ownership of outcomes and follow things through to completion

• A natural people developer - you're genuinely invested in the growth and capability of those around you

• Calm under pressure - you exercise strong judgement when handling difficult or escalated situations

• Clear and confident communicator - equally comfortable talking to a frustrated customer or presenting a service update to a senior stakeholder

• Improvement-driven - you're always asking how things can be done better, and you're comfortable leading others through change

• Committed to quality - high standards aren't something you're told to maintain; they're something you care about

What experience you will have

You will be able to demonstrate multiple years of experience working in a customer support setting and you will be able to demonstrate that you have over 1 year's worth of experience managing people in a customer support setting.

To show you’ve read this posting carefully, please include the word doorframe in your application.

The interview process

Our interview process involves the following stages:

• Application (see below)

• A short call with one of our team

• A competency interview, to assess your ability to fulfil the requirements of the role - as part of this interview stage you will be asked to conduct a short task-based assessment, which will be explained to you prior to the interview

• A culture-based interview, to assess your compatibility with our team and outlook

Our culture

At PC Group, culture matters to us just as much as skills and experience. We want everyone who joins the team to feel supported, valued, and able to do their best work.

That’s why we include a dedicated culture interview as part of our hiring process - not to find people who “fit in”, but to make sure we’re building a team that works well together and shares the same approach to collaboration and respect.

We’ve built a friendly, welcoming environment where people help one another, share ideas, and genuinely care about both colleagues and customers.

For us, culture is reflected in the small everyday actions - supporting a teammate when they need help, being approachable and reliable, and taking pride in delivering a great experience for our customers.

How we work together as a team is what defines our culture, and we’re proud of the positive environment we continue to build.

Why PC Group?

PC Group is a compelling employment proposition in Lancashire! We offer hybrid working to all team members with a minimum 2 days per week in state-of-the-art offices in Blackburn town centre with great transport links. Some of our roles are fully remote too!

We are a family-owned business without heavy corporate burdens or red tape slowing us down.

We have a huge amount of diverse departments with opportunities for vertical and horizontal progression. These functional departments include sales, customer service, compliance & administration, finance, marketing, product development, software development, people, management, leadership & strategy.

We have a comprehensive collection (and growing) of workplace benefits including: hybrid working, additional holidays each year, additional paid break/lunch times each day to name a few. 

Others include:

• Competitive basic salary dependent on experience

• Additional individual and team-based bonuses and incentive schemes

• A thorough on-boarding and induction programme

• Continual personal and professional development

• Following an initial training period you would have access to a hybrid working structure, working between an award winning office environment and working from home on certain days of the week.

• Working within a company passionate about our people, our values, our culture and the services we offer.

• Regular team activities and celebrations – organised and decided on by the team – anything is possible – meals, bowling, pottery, games night, quizzes, murder mystery, escape rooms…

We are a BCorp! This means we have achieved the highest standards for a company's overall social and environmental impact. Read more about PC Groups commitment to a more inclusive, equitable and regenerative economy.

Personnel Checks is committed to eliminating discrimination and encouraging diversity amongst our workforce. Our aim is that our workforce will be truly representative of all sections of society and each employee feels respected and able to give of their best.

To that end the purpose of this commitment is to provide equality and fairness for all in our employment and not to discriminate on grounds of age, disability, gender reassignment, marriage and civil partnership, pregnancy and maternity, race, religion or belief, sex and sexual orientation. We oppose all forms of unlawful and unfair discrimination.

All employees, whether part-time, full-time or temporary, will be treated fairly and with respect. Selection for employment, promotion, training or any other benefit will be on the basis of aptitude and ability. All employees will be helped and encouraged to develop their full potential and the talents and resources of the workforce will be fully utilised to maximise the efficiency of the organisation.