Head of Customer Service

Overview Hours: Monday to Friday, 9:00am - 5:00pm (37.5 hours per week)
Job type: Full-time, Permanent
Salary
£55,000-£60,000
Package
24 days holiday per annum + Bank Holidays
Annual performance-based bonus.
Friendly, supportive, and collaborative team culture.
Ongoing professional development opportunities.
Sick pay
Bereavement leave

As Head of Customer Service, you will lead and shape Care Control Systems' entire customer-facing function, ensuring every client receives an exceptional, consistent, and proactive experience throughout their full lifecycle. You will own the complete customer journey-from onboarding, adoption, and support through to long-term relationship management-driving satisfaction, retention, and sustainable growth.

You will oversee three core functions that together deliver a seamless, end-to-end customer experience:

• Customer Success Manager & Onboarding Team - guiding new customers from contract signature to go-live, ensuring successful implementation and early value realisation.
• Customer Service Manager & Support Desk - providing responsive, knowledgeable, and empathetic support to all users, resolving issues quickly and maintaining high service standards.
• Tiered Key Account Management (Platinum Bronze) - nurturing ongoing client relationships, strengthening partnership value, and supporting long-term retention and expansion.

Together, these three pillars form a cohesive customer journey under your leadership, empowering you to drive operational excellence, continuous improvement, and a truly customer-centric service culture.

This position sits at the intersection of customer engagement, operations, and commercial performance. Working closely with the COO you will ensure every part of the customer journey - from onboarding through ongoing support, reflects Care Control's values of trust, transparency, and excellence.

You will;

• Champion the voice of the customer across the business.
• Translate customer insights into service improvements and product enhancements.
• Drive data led decision-making to maintain service quality and scalability.
• Build a culture of accountability, empathy, and professional development within the team.

Ultimately, this role ensures Care Control Systems delivers a joined-up customer experience, supporting sustainable growth and customer advocacy within the health and social care technology sector.

Direct Reports:6

Role Responsibilities:

1. Strategic Service Leadership

• Improve the Onboarding, Support, and Key Account Management into one cohesive service experience.
• Ensure clients transition smoothly between teams with no loss of context, momentum, or relationship strength.
• Lead the creation of a unified customer experience framework that aligns onboarding, support, and account management under shared KPIs.
• Collaborate with the COO and Senior Leadership Team to embed customer first thinking into business operations, influencing decision-making across departments.
• Drive continuous innovation through structured analytics, performance insights, and cross-functional collaboration, ensuring the service function evolves ahead of business growth.

2. Drive Exceptional Customer Outcomes and Satisfaction

• Improve NPS, CSAT, churn indicators and retention risk migration to identify at-risk clients and intervene early with retention strategies.
• Ensure onboarding delivers rapid time-to-value, strong early adoption, and a foundation for long-term account health.
• Build a unified culture of responsiveness, consistency, and relationship-led service delivery across all customer tiers.
• Promote consistent Quarterly Business Reviews and feedback loops with tiered accounts.
• Lead customer journey mapping at an organisational level, ensuring coordinated touchpoints between onboarding, support, product, and commercial teams.

3. Strengthen Retention, Renewal, and Growth

• Work closely with the KAM team to nurture high-value relationships and identify upsell, cross-sell, and expansion opportunities.
• Reduce churn and risk by implementing early warning indicators, customer health monitoring, and structured engagement rhythms.
• Partner with the COO and Finance to deliver accurate retention forecasting, commercial planning, and long-term revenue modelling.
• Embed a structured engagement rhythm that drives renewal success and supports upsell/cross-sell growth opportunities.
• Support commercial planning and forecasting with accurate, insight-led reporting.

4. Enhance Operational Efficiency and Service Quality

• Lead the standardisation and optimisation of processes across onboarding, support, and account management to enable scale and reduce operational complexity.
• Ensure SLA compliance, efficient escalation management, and strong collaboration between teams.
• Champion data-driven decision making, using analytics, customer insights, and performance metrics to guide improvements.
• Oversee escalation management and ensure resolution pathways are well defined and communicated internally.
• Work closely with Product and Operations to prioritise development roadmap opportunities and improvement initiatives driven by customer demand or service trends.

5. Ensure Robust Governance, Security, and Compliance

• Maintain full ISO 27001 and Cyber Essentials compliance across all customer-facing activity.
• Embed secure processes, record-keeping, and customer communication protocols into daily operations.
• Lead on audit readiness and drive continuous refinement of compliance procedures.

Commercial & Analytical Accountability

• Maintain senior oversight of data accuracy in our CRM and reporting tools to track renewals, support performance, and account health metrics.
• Present weekly reporting tools to track continuous improvement to COO.
• Present quarterly service performance and client trend reports to senior leadership.
• Support commercial planning for upsells, renewals, and service contracts.
• Provide decisive and inspirational leadership to a team of six direct reports - four Key Account Managers, the Customer Service Manager, and the Customer Success Manager.
• Foster a high-performance culture grounded in accountability, transparency, and continuous learning.
• Establish clear role expectations and development pathways for each team member, ensuring consistency across service tiers.
• Coach and mentor KAMs on communication, negotiation, and strategic engagement skills.
• Conduct regular 1-to-1s, performance reviews, and team meetings to maintain clarity and motivation.
• Champion a culture of operational excellence, encouraging teams to challenge inefficiencies and propose scalable improvements
• Lead the development of new operational tools, dashboards, planning templates, and service frameworks that enhance visibility and performance for service deliverables.
• Lead post-incident reviews and drive the adoption of corrective actions and lessons learned.
• Stay informed about sector trends in customer service, SaaS operations, and social care technology to benchmark and evolve internal practices.

Experience & Qualifications

• Minimum 5-7 years' experience in customer-facing leadership roles, combining Account Management and Customer Service / Support Operations within a technology, SaaS, or service-led environment.
• Proven track record in managing strategic or high-value client relationships, driving measurable improvements in retention, satisfaction, and revenue growth.
• Demonstrated experience in leading multi-tiered teams, ideally managing both Key Account Managers and Customer Service / Support professionals.
• Strong background in customer journey management, service delivery, and implementing process or system improvements that enhance operational efficiency.
• Ability to analyse and interpret client and service performance data, using insights to drive strategic and tactical decision-making.
• Confident communicator and negotiator, comfortable engaging at C-suite and operational levels both internally and with clients.
• Experience developing service metrics and KPIs (e.g. SLAs, CSAT, NPS, churn rate) and using these to manage performance and accountability across teams.
• Skilled in using CRM, service management, and reporting tools (e.g. Zoho or equivalent) to track performance, forecast renewals, and monitor client health.
• Knowledge of general data protection / GDPR compliance requirements in customer-facing functions.
• Exceptional leadership, coaching, and people development skills - able to build, motivate, and retain high-performing teams in a fast-paced environment.
• Strong organisational and project management abilities, capable of balancing strategic priorities with day-to-day service delivery.
• Full UK driving licence and access to own vehicle (travel to client sites and events required).

Personal Qualities

• Dares to challenge the status quo to create scalable, efficient new processes.
• Customer obsessed, creating value in every interaction
• Insight-driven and passionate about data led decision making.
• Committed to building a culture of performance, clarity, and confidence.
• Commercially astute, with strong strategic and analytical thinking.
• Excellent relationship builder - credible, consultative, and trustworthy click apply for full job details