dSb is supporting a luxury retail brand who is looking for a senior leader to shape and elevate the client experience function. As Head of Customer Service, you’ll lead a luxury, concierge-style service function that protects customer trust, resolves complex situations with empathy and precision, and ensures every client feels genuinely cared for. Your leadership will turn challenging moments into lasting loyalty. This is a hands‑on leadership role with full ownership of customer care, aftercare, and issue resolution across all channels. What you’ll do:

Lead and develop a world‑class client care team Own the full customer journey — from enquiries to aftercare Handle complex escalations and sensitive client situations Drive reputation management, reviews, and customer insight Partner cross‑functionally to eliminate root causes of issues Shape service technology, workflows, and reporting frameworks

What we’re looking for:

You’re a calm, credible leader with experience building or leading high‑performing service teams within premium, luxury retail or hospitality‑led environments within B2C. You combine emotional intelligence with commercial judgement and take real ownership of customer outcomes. Excellent knowledge of modern customer service and client care technology, with experience shaping or optimising service platforms and reporting frameworks Flexi hours – start your day between 8am and 10am, then finish between 4pm and 6pm Enjoy your birthday off, with an extra day of leave Access to Perkbox for exclusive discounts, rewards, and wellbeing benefits 25 days annual leave + bank holidays Enhanced maternity and paternity leave entitlements

If you’re passionate about exceptional service and ready to shape a best‑in‑class client care experience and have full right to work in the UK and based in the UK and within commutable distance to the West Midlands, we’d love to hear from you. #J-18808-Ljbffr