Head of Customer Service
| Dyddiad hysbysebu: | 15 Ionawr 2026 |
|---|---|
| Oriau: | Llawn Amser |
| Dyddiad cau: | 14 Chwefror 2026 |
| Lleoliad: | Bedford, Bedfordshire, MK43 9SS |
| Cwmni: | Movianto |
| Math o swydd: | Parhaol |
| Cyfeirnod swydd: | REC002790_1768470794 |
Crynodeb
As Head of Customer Care, you will lead the development and delivery of Movianto's Customer Care strategy, playing a key role in driving sustainable commercial growth, customer retention, and service excellence. You will combine strategic vision with hands-on leadership, inspiring a high-performing Customer Care function.
This is a full-time, Monday to Friday role (37.5 hours per week), offering a competitive salary of up to £75,000 per annum, dependent on experience.
Benefits
- Discounted gym memberships/onsite gym membership
- 33 days annual leave (including bank holidays)
- Holiday Purchase scheme
- Eligibillity for Bonus Scheme
- Flexible pay through Wagestream
- Life Assurance
- 5% Employer Pension Contribution
- Access to Simply Health
- 24/7 GP, physiotherapy and counselling through our EAP service
- Cycle to Work scheme
- Access to MyRewards, a benefits platform
Who we are
Movianto is a leading pharmaceutical supply chain solutions partner offering best-in-class logistics quality for the pharmaceutical, biotech, medical device and diagnostic industries.
Purpose of the role
As a senior manager within the Commercial function, the Head of Customer Care acts as a senior escalation point for client queries, provides actionable customer insight to executive leadership, and champions a client-first culture across the organisation.
How you'll make an impact as Head of Customer Care at Movianto:
Strategic Leadership and Governance
- Own and evolve Movianto's Customer Care strategy, operating model, and performance framework aligned to commercial objectives.
- Act as the senior escalation point for complex or high-impact customer issues.
- Partner with Commercial leadership to drive customer retention, renewals, and account growth through proactive, insight-led service management.
- Translate customer feedback, complaints, and service performance data into actionable commercial insight.
- Define, track, and improve key service metrics including CSAT, NPS, SLAs, response and resolution times.
Technology and Capability Enablement
- Own and optimise the Customer Care technology landscape, including Salesforce Service Cloud, contact centre/VOIP solutions, omnichannel platforms, and analytics tools such as Power BI.
- Contribute to the Customer Care technology roadmap, ensuring systems are effectively leveraged to improve customer experience, productivity, and insight.
- Drive process automation, digital transformation, and continuous improvement initiatives.
People Leadership and Development
- Lead and develop high-performing Customer Care teams, building leadership capability through coaching, succession planning, and targeted development.
- Collaborate cross-functionally with Sales, Operations, IT, Quality, and other stakeholders to align Customer Care delivery with business objectives.
- Ensure compliance with contractual SLAs, regulatory requirements, internal policies, and quality standards.
- Oversee effective onboarding and training.
What it will take to thrive as Head of Customer Care at Movianto:
- Strong track record of delivering measurable improvements in customer satisfaction, loyalty, and service performance using data and insight.
- Experience owning and optimising Customer Care technologies, service metrics (CSAT, NPS, KPIs), and executive-level reporting.
- Commercially astute, with the ability to link customer experience to retention, growth, and financial outcomes.
- Excellent communicator and influencer, with experience driving process improvement, automation.