Head of Customer Services

Growth Markets | Versátil Location (Spain, Italy, Germany or UK 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

📌 Head of Service (Madrid)
🏢 Domestic & General
📍 Madrid