WSET
Head of Customer Service
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WSET Global Customer Service Leader
About WSET
WSET exists to empower people and support the drinks industry from producer to consumer. We offer a comprehensive suite of globally recognised qualifications covering wines, spirits, beer and sake.
We are the world’s leading provider of qualifications in wines, spirits, beer and sake, delivering over 140,000 exams each year to candidates in over 70 countries via our network of Approved Programme Providers (APPs).
WSET is a global organisation and we are proud to have people who work for us all over the world. We have people in Australia, Canada, China, Hong Kong, Singapore and the USA as well as the UK.
The successful applicant will contribute to a culture that values curiosity, striving for better and leading with empathy within WSET.
WSET fosters a welcoming, empathetic and inspiring culture that empowers our global talent to innovate and thrive.
Any offer of employment or your ongoing employment is conditional upon the successful completion of a thorough background check by an independent third party. NB - If you currently work for one of WSET's APPs (Approved Programme Provider), you may not be eligible to apply for this role subject to your future career plans and the nature of that role. If you work for an APP either in a self-employed or employed capacity and would like to discuss your eligibility, please contact the hiring manager.
Help Shape the Experience of Thousands of Learners Around the World
You will lead WSET's global Customer Service function, taking overall responsibility for service delivery, operational performance, customer service systems and the ongoing development of the function. Ensuring learners and course providers receive efficient, consistent and high-quality support, you will combine strategic leadership with strong operational oversight to drive service excellence across all customer touchpoints.
As a senior leader, you will play a key role in shaping and delivering a significant programme of operational and systems improvements over the coming years. Working collaboratively across WSET, you will lead initiatives that enhance processes, optimise technology, improve data and reporting capabilities, and support the delivery of organisational priorities. Using customer insight and operational data, you will identify opportunities to improve performance, customer satisfaction and organisational effectiveness.
You will build and develop a dynamic, creative and digitally enabled Customer Service function, creating the capability, resilience and adaptability needed to meet daily operational demands while delivering transformational change. Leading through your management team, you will foster a culture of accountability, continuous improvement and innovation, ensuring the function is well positioned to deliver against both immediate priorities and WSET's long-term strategic objectives.
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What You'll Be Doing
Leading Customer Service Excellence
- Oversee the day-to-day delivery of WSET's global Customer Service function.
- Ensure customer enquiries are handled accurately, consistently and with care.
- Design and manage customer communications.
- Monitor service performance, customer feedback and key operational metrics.
- Drive improvements that increase customer satisfaction and service effectiveness.
Developing and Inspiring Teams
- Lead, coach and support Customer Service Managers and their teams.
- Set clear objectives and create an environment where people can thrive.
- Build capability, strengthen performance and develop future talent.
- Champion a culture of collaboration, ownership and continuous learning.
Driving Improvement and Innovation
- Review and improve customer service processes, systems and ways of working.
- Maintain high-quality knowledge resources for customers and colleagues.
- Build strong partnerships with external suppliers and service providers.
- Help shape how technology, automation and AI can enhance the customer experience.
Influencing Through Insight
- Analyse customer trends, operational performance and emerging risks.
- Provide meaningful reporting that supports decision-making.
- Work collaboratively across WSET to resolve issues and improve outcomes for customers.
- Ensure the voice of the customer is represented across the organisation.
About You
You'll be an experienced customer service leader with a passion for creating exceptional customer experiences and developing high-performing teams.
You'll bring:
- ✅ Experience leading customer service teams through managers
- ✅ A track record of improving service delivery, customer satisfaction and operational performance
- ✅ Strong people leadership, coaching and stakeholder management skills
- ✅ Experience using customer service systems, performance measures and operational reporting
- ✅ Strong analytical skills, with the ability to identify trends, solve problems and implement practical solutions
- ✅ Experience of customer query management platforms, such as Microsoft Dynamics Case Management
- ✅ The ability to work collaboratively across multiple teams and influence change
- ✅ A customer-focused, organised and adaptable approach, combined with a continuous improvement mindset
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It would be great if you also have:
- Experience within education, membership, professional services or another international organisation.
- A customer service or contact centre qualification.
- Experience leading change programmes or introducing new service channels.
- Experience using automation and AI to simplify processes and improve customer outcomes.
- Experience creating customer service procedures, guidance and training resources.
Why Join WSET?
At WSET, you'll join a purpose-driven organisation with a global impact. You'll work alongside passionate colleagues, help shape the experiences of learners worldwide and have the opportunity to influence how customer service develops across an international organisation.
Most importantly, you'll play a key role in helping people discover, learn about and enjoy the world of drinks education.
Ready to lead the future of customer service at WSET? We'd love to hear from you.
Definitions
- Fully remote - Can be performed entirely remotely from any location.
- Hybrid remote - Performed as a mixture of in-office and remote work.
- Temporarily remote - Performed in a single location, such as an office or at a job site, but which is temporarily remote during special circumstances).
Salary
£55,000-£65,000
The advertised salary is based on a London location and will be adapted to the appropriate market rate for candidates based elsewhere.
UK Benefits
- Annual Leave - 27 days pa + public holidays, increases with service; ability to buy/sell 5 days
- Pension (generous options available after three months)
- Health insurance (after three months):
- Vitality scheme - post probation - Access to virtual GP appointments
- Rewards include Caffe Nero drinks, Cinema Tickets, Apple Watch, Cash Back on Waitrose shopping, 75% off at Champneys, 6 month subscription with HeadSpace, Discounted Weight Watchers membership and gyms, Smoking Cessation day worth £300 and half price health screens (details of discounts and deals are subject to change).
- Eye voucher scheme
- Food and drink in the office
- Nespresso coffee makers and a range of other drinks, fruit, cereals, soups
- Season ticket loan scheme
- EAP
- 24/7 confidential help and support from trained counsellors and advisors
- Death in service
- 4x annual salary paid to nominees with associated bereavement support for family
- Enhanced family friendly leave and pay
- Cycle2Work scheme
- Development - WSET's in-house training and qualifications in Wines, Spirits, Sake and Beer as well as other professional development opportunities
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