Mandeville Recruitment Group Ltd
Head of Customer Service
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Head of Customer Service
Head of Customer Service
Location: Berkshire
Salary: £50,000–£60,000 + Benefits
Are you an experienced customer service leader with a background in aviation, airlines, or another fast-paced operational environment? We're recruiting for a Head of Customer Service on behalf of a well-established, market-leading organisation that provides critical services to the aviation sector.
This is an exciting opportunity to lead a high-performing customer service function, ensuring exceptional service delivery to some of the industry’s most demanding clients. The role is highly visible, requiring close collaboration with operational, commercial, and logistics teams to deliver outstanding customer experiences and drive continuous improvement.
About the Role
As Head of Customer Service, you will lead and develop the customer service operation, ensuring customers receive a responsive, proactive, and solutions-focused service. Key responsibilities include:
- Building a high-performance, customer-focused culture.
- Managing relationships with major clients and internal stakeholders.
- Overseeing service excellence, escalations, and recovery.
- Championing customer satisfaction and operational performance through data-driven insights.
- Ensuring seamless alignment between customer service, operations, and commercial teams.
- Leading process improvements, efficiency initiatives, and growth strategies.
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Key Responsibilities
- Lead, motivate, and develop the Customer Service team, fostering a culture of excellence.
- Act as the principal liaison for key client relationships, ensuring exceptional service levels.
- Build and maintain trusted relationships with major customers and internal stakeholders.
- Resolve customer enquiries, escalations, and service recovery efficiently.
- Monitor and enhance customer satisfaction, service levels, and operational performance.
- Collaborate closely with Operations, Production, Transport, and Commercial teams to align delivery.
- Analyse customer performance data to identify trends and drive improvements.
- Develop and refine KPIs, service metrics, and management reporting.
- Lead customer review meetings and present performance updates.
- Drive process efficiency and experience enhancement.
- Support contract mobilisation, service changes, and business growth.
About You
We’re seekig an experienced customer service leader who thrives in a dynamic operational environment and values strong, relationships—both externally and internally. While aviation or airline experience is highly advantageous, we also welcome candidates from complex, service-led industries such as logistics, manufacturing, or commercial laundry.
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Ideal Qualifications
- Leadership experience in a customer service function, particularly in aviation, airlines, airport services, logistics, or B2B operational roles.
- Deep knowledge of service delivery, customer relationship management, and operational performance.
- Proven team management and development skills.
- Strong stakeholder management and communication capabilities.
- Record of driving customer satisfaction and continuous improvement.
- Commercial awareness to balance customer expectations with operations.
- Expertise in SLA management, KPIs, and service metrics.
- Exceptional analytical and problem-solving skills.
- Confidence in presenting to senior stakeholders.
What’s on Offer
- Competitive salary of £50,000–£60,000 (depending on experience).
- Excellent benefits package.
- Opportunities to join a prestigious, respected organisation.
- A high-impact leadership role with influence across the business.
- Long-term career development in a growing, successful company.
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