Head of Customer Experience - #2174148

At Centrick, we're looking for a passionate and customer-focused Head of Customer Experience to lead our central customer contact function and shape the way we support customers across every stage of their journey. This is an exciting opportunity for an experienced customer service leader to drive service excellence, enhance customer satisfaction and lead a high-performing team that delivers clear, responsive and effective support across multiple communication channels.

You'll oversee all customer enquiries, ensuring issues are resolved quickly and efficiently, whilst creating seamless pathways for matters requiring specialist support. You'll also play a key role in complaint management, customer journey improvement and service innovation, using customer insights, technology, AI and data-driven decision-making to identify opportunities, reduce friction and continuously enhance the overall customer experience. As a senior leader, you'll help embed a customer-first culture across the business, ensuring customer feedback directly influences process improvements and operational excellence.

What You’ll Be Doing

No two days are the same, but the tasks below offer a glimpse of what to expect. If you don’t meet every point but believe you have the skills to succeed, we encourage you to apply.

• Lead, motivate and develop the Customer Experience team to deliver exceptional customer service across all channels.
• Oversee the effective management of customer enquiries, ensuring timely resolution and appropriate escalation where required.
• Monitor service performance, workloads and quality standards to drive continuous improvement.
• Enhance customer communication channels, including webchat, customer portals, FAQs and self-service tools.
• Support the implementation of new technologies, including AI-driven solutions, to improve efficiency and customer satisfaction.
• Analyse customer feedback and contact trends to identify service improvements and reduce avoidable customer queries.
• Lead the complaints process, ensuring fair, timely and customer-focused resolutions.
• Use customer insights and complaint outcomes to drive operational and service improvements across the business.
• Deliver coaching, training and quality assurance initiatives to promote high standards of communication and customer care.
• Collaborate with operational and support teams to improve the end-to-end customer journey and embed a customer-first culture.

What You Need to Succeed

• Proven experience leading a customer service, helpdesk or contact centre team, with strong people management and coaching skills.
• Excellent communication skills, with the ability to deliver a consistently high standard of customer service across multiple channels.
• Experience using customer service systems, performance data and insights to drive service improvements.
• Strong problem-solving, organisational and prioritisation skills, with the ability to manage multiple demands in a fast-paced environment.
• Experience with digital customer tools, self-service platforms and AI-driven solutions, alongside a passion for continuous improvement and innovation.

Why Join Us?

• Time to Recharge: 25 days’ holiday plus bank holidays
• Future Security: Enhanced pension scheme based on role
• Extra Holiday: Your holiday allowance grows with your length of service—because loyalty deserves rewards
• Health & Wellbeing: Medicash, virtual GP, therapies, dental and optical support
• Sick Pay Boost: Company sick pay increases over time to support your wellbeing when you need it most
• Life Assurance: Peace of mind for you and your loved ones with financial protection in place when it matters most
• Critical Illness Cover: Financial support when you need it most, providing added security and peace of mind during life’s toughest moments
• Learning & Development: Study support and access to our dedicated academy to help you grow professionally and personally
• Mental Health Support: 24/7 mental health services
• Birthday Bonus: Enjoy an extra day off on your birthday to celebrate your way
• Giving Back: One volunteer day annually to support a charity or cause close to your heart
• Benefit Platform: One online platform for all benefits and recognition

At Centrick, diversity and inclusivity are fundamental to who we are. We welcome applicants from all backgrounds and are committed to creating a respectful and supportive hiring experience. If you need any adjustments during the interview process, please let us know—we’re here to help you succeed.