Head of Service Transformation

Head of Service Transformation
Monday - Friday 37.5 hours (No Weekends or Bank Holidays)
£55,000 to £65,000 + Bonus
East Sussex
Hybrid
Permanent/Full time

About the role?

As Customer Service lead, you will lead the customer support function, ensuring the delivery of a consistently high standard of service across all channels. This role involves developing and implementing customer service strategies, managing and mentoring a dedicated team and driving continuous improvement across processes and systems. You'll work closely with cross-functional teams to ensure customer feedback is acted upon and service delivery aligns with business goals. This is a key leadership position within a fast-paced, global organisation, offering the opportunity to shape the customer experience and make a lasting impact.

Why should I apply?

Join a market-leading business in its industry and be part of a fast-growing, global organisation. You'll have the opportunity to work on high-impact campaigns with international reach, collaborating with a passionate and supportive team. The company offers a dynamic environment with real opportunities for growth and development, making it an exciting place to build your career.

What will you be doing?

• Leading and developing the customer service team to deliver an exceptional customer experience across all touchpoints
• Creating and implementing customer service strategies aligned with business objectives and global growth
• Monitoring service levels, setting KPIs, and driving continuous improvement across processes, systems, and performance
• Collaborating with cross-functional teams including Sales, Operations, and Product to ensure a seamless customer journey
• Acting as the voice of the customer internally, using feedback and data to influence positive change
• Managing escalations and complex issues with a hands-on, solutions-focused approach
• Overseeing customer service systems and tools to improve efficiency, automation, and reporting
• Supporting the development of a customer-first culture across the business
• Handling a variety of queries including alongside sales and delivery enquiries including but not limited to customs/clearance, VAT, embargos etc

What will you ideally bring to the role?

• Proven experience leading customer service teams in a manufacturing, engineering, or B2B environment - ideally with international or multi-channel operations
• A customer-first mindset, with the ability to drive service excellence while aligning with business objectives in a fast-paced, growth-focused organisation
• Strong leadership and people management skills, with a hands-on approach and a passion for developing high-performing, motivated teams
• Confidence working cross-functionally across departments such as Sales, Operations, Technical Support, and Logistics to ensure a seamless customer journey
• Experience using customer insights, service data, and KPIs to improve processes, performance, and customer satisfaction
• A proactive approach to problem-solving, with the ability to manage escalations calmly and professionally
• Familiarity with customer service platforms and CRM systems, with a focus on continuous improvement and efficiency
• An understanding of the value of exceptional service in a technical, product-led business where quality and reputation are key
• Preferable: Comfortable with change and familiar with Lean/Six Sigma, Continuous Improvement, knowledge of CSAT/NPS
• Advantageous: Ability to speak/understand German or Dutch

Want to recruit a similar role?

Cast UK is a leading executive consultancy, providing national recruitment solutions to both clients and candidates. Specialising in, HR, Procurement, Buying, Supply Chain, and Logistics, each member of our specialist team has a professional background specific to their recruiting sector. With this unique insight and knowledge, our consultants are able to place individuals from trainee through to main board. For more information on Cast UK or to discuss how we can find talent for your business then please visit www.castuk.com