Head of Customer Services

Growth Markets | Flexible Location (Spain, Italy, Germany considered)

Lead Customer Service Across Multiple European Markets

Exceptional customer experiences don't happen by chance. They are created by leaders who can balance customer needs, operational excellence, commercial performance and compliance at scale.

We're looking for an experienced Head of Customer Services to lead our end-to-end customer service operation across our Growth Markets business, covering customer service, complaints, repairs, claims and service delivery. Reporting to the Director of Operations, you'll lead a large, multi-market operation of approximately 200 colleagues across internal teams and strategic outsourcing partners.

This is a highly visible leadership role with accountability for delivering outstanding customer outcomes, improving operational performance and building a service model that supports continued international growth.

We are particularly keen to hear from candidates based within our Growth Markets locations, including Spain, Italy and Germany, who can bring valuable local market knowledge and an understanding of our customer landscape.

The Opportunity

As Head of Customer Services, you will be responsible for creating a consistently excellent customer experience across all markets and service channels.

You'll lead the teams and partnerships that support customers throughout their journey, ensuring enquiries, complaints, repairs and claims are handled efficiently, professionally and in line with regulatory requirements. At the same time, you'll drive continuous improvement, optimise costs, strengthen supplier performance and identify opportunities to make the customer experience simpler, faster and more effective.

This role combines strategic leadership with operational delivery and requires someone who can confidently influence senior stakeholders, manage large-scale operations and use data and insight to drive performance.

What You'll Be Doing

Leading Customer Service Excellence

• Own customer service performance across all Growth Markets, ensuring consistent delivery, service quality and customer outcomes across every market and channel.
• Create a customer-centric culture that delivers exceptional experiences and strengthens customer loyalty, retention and lifetime value.
• Ensure complaints, claims, repairs and service enquiries are resolved effectively, efficiently and compliantly.

Driving Operational Performance

• Lead and develop a large operational function, including internal teams and outsourced partners, creating a high-performance culture built on accountability, engagement and continuous improvement.
• Deliver against service levels, customer commitments and operational targets while balancing quality, efficiency and cost performance.
• Use performance data and customer insight to identify trends, solve operational challenges and drive measurable improvements.

Managing Strategic Partners & Service Networks

• Build strong relationships with BPO partners, repair networks, OEMs and suppliers, ensuring consistent service standards and sustainable business performance.
• Lead governance, performance reviews and improvement initiatives across all outsourced and third-party service providers.
• Escalate and resolve service risks, supplier issues and structural challenges to protect customer outcomes and business performance.

Transforming Customer Journeys

• Lead continuous improvement initiatives that simplify customer journeys, remove inefficiencies and improve service quality.
• Conduct root cause analysis on complaints, service failures and operational challenges, implementing long-term solutions rather than short-term fixes.
• Leverage technology, best practice and innovation to enhance customer experience and operational effectiveness across multiple markets.

Ensuring Strong Governance & Compliance

• Maintain the highest standards of regulatory compliance, data integrity and operational control.
• Ensure customer records, processes and service delivery activities meet business, legal and regulatory requirements.
• Create an environment where quality, customer outcomes and compliance are embedded into everyday operations.

What We're Looking For

We're looking for an accomplished customer service leader who combines strategic thinking with strong operational execution.

You'll ideally bring:

• Significant leadership experience within customer service, operations, claims, service delivery or contact centre environments.
• Experience leading large, complex, multi-site or multi-market customer operations.
• Proven success managing outsourcing partners, third-party suppliers and service delivery networks.
• Strong commercial acumen with experience managing operational budgets and driving efficiency improvements.
• A track record of improving customer satisfaction, operational performance and service quality.
• Strong analytical skills with the ability to turn data into action and measurable business outcomes.
• Experience operating within regulated environments with a strong appreciation for customer outcomes and compliance.
• Excellent stakeholder management and influencing skills across multiple levels of an organisation.

Why Join Us:

This is an opportunity to shape the customer service strategy for a growing international business operating across multiple European markets.

You'll have the autonomy to drive meaningful change, influence senior stakeholders, lead large-scale operations and make a direct impact on customer experience, commercial performance and future growth.

If you're passionate about building high-performing service operations, developing great teams and creating exceptional customer experiences at scale, we'd love to hear from you.

Apply today and help us redefine customer service across our Growth Markets business.

At Domestic & General, we are proud of our 100-year legacy and excited about our future growth plans. We are expanding our horizons, entering new markets and territories internationally and we need your expertise to help us on the journey.