Job Description:

Head of Customer Operations

Location: Epsom, Surrey (office-based with hybrid options after probation)
Salary: Base 40-50k £70,000 OTE (base + bonus, negotiable based on experience)
Start Date: July 2026

No sponsorship offered

About Our Client

Our client is an innovative SaaS company delivering digital engagement and communication solutions to local government, housing associations, and public sector organisations across the UK.

They're experiencing strong growth and need an experienced operational leader to manage and scale their customer operations function as they continue to expand their client base.

This is a fantastic opportunity to join a forward-thinking business where you'll have genuine impact, work closely with senior leadership, and help shape the customer experience for some of the UK's most important public services.

The Role

We're looking for a highly organised and customer-focused Head of Customer Operations to lead the day-to-day delivery of customer support, onboarding, service management, and operational excellence.

You'll manage a multi-disciplinary team including support specialists, onboarding managers, digital outcomes experts, and marketing support staff. You'll be responsible for ensuring exceptional service delivery, managing escalations, coordinating with product and technical teams, and continuously improving processes and workflows.

This isn't just a support role – it's about operational leadership, cross-functional coordination, and driving measurable improvements in customer satisfaction and service quality.

Key Responsibilities

Customer Support & Service Delivery

• Manage day-to-day operations of customer support, including resource planning and work allocation
• Act as senior escalation point for complex customer issues
• Champion a customer success culture aligned with commercial strategy
• Monitor support trends and drive continuous improvement initiatives

Service & Incident Management

• Ensure high standards across all customer touchpoints
• Oversee customer onboarding alongside the onboarding team
• Operate incident management processes and communications
• Lead major incident reviews and ensure resolution within service targets

Team Management

• Lead, motivate, and develop a busy customer operations team
• Provide clarity, structure, and accountability across multiple functions
• Conduct regular 1:1s, coaching sessions, and performance reviews
• Foster a positive, collaborative, high-performing culture

Cross-Functional Coordination

• Work closely with Product and Technical teams on releases, enhancements, and escalations
• Collaborate with Sales, Marketing, and Account Management teams
• Coordinate customer communications for incidents, updates, and releases
• Support release planning and customer readiness activities

Operational Governance

• Define and monitor operational KPIs and service metrics
• Produce regular performance reporting for senior leadership
• Identify risks, bottlenecks, and improvement opportunities
• Ensure processes are scalable and aligned with business growth

What We're Looking For

Essential

Proven experience managing customer operations, service delivery, or customer success in a SaaS, technology, or software business

Strong people management experience with the ability to motivate and develop teams

Excellent organisational and operational management skills

Experience managing customer escalations and operational workflows

Experience working with enterprise or public sector customers

Ability to manage multiple priorities and coordinate cross-functional teams

Commercially aware with a strong customer-focused mindset

Process-driven, methodical, and calm under pressure

Strong stakeholder management and communication skills

Technical & Operational

Good understanding of SaaS products and customer delivery environments

Ability to work effectively with technical teams and understand technical issues

Experience coordinating releases, enhancements, or customer-impacting changes

Strong operational reporting and KPI management capability

Desirable

Experience in GovTech, public sector software, CRM, marketing technology, or enterprise software

Experience managing onboarding or implementation functions

Familiarity with IT service management frameworks

Knowledge of email marketing platforms

SFIA-aligned operational/service experience

The Ideal Candidate

You're likely currently managing a customer operations or service delivery function in a mid-sized SaaS company (30–150 people), supporting enterprise or public sector clients. You're technically literate, process-driven, and an excellent people manager who thrives on making operations run smoothly.

You're looking for your next step – a role where you can have real ownership, work closely with senior leadership, and build something scalable.

What's On Offer

Career Progression

Work directly with the Chief Commercial Officer

Clear pathway to C-level strategic roles as the business grows

Opportunity to define service standards and customer strategy

Benefits

£70,000 OTE (base + bonus, subject to experience)

Private health insurance (after year one)

Company pension scheme

Friendly, supportive team culture with room to grow

Working Arrangements

Full-time: Monday–Friday, 9am–6pm

Based at Epsom office 

Hybrid working available after probation (minimum 3 days per week in office)

3-month probation period

How to Apply

If you're an experienced customer operations leader looking for a role with genuine impact in a growing SaaS business serving the public sector, we'd love to hear from you.