Head of Customer Experience

Lead the future of customer experience at Parts Town UK

At Parts Town UK, our reputation is built on delivering genuine OEM parts, technical expertise and outstanding customer support. As we continue to grow and evolve, we're looking for a commercially-minded and people-focused Head of Customer Experience to lead our customer service operation and help shape the next phase of our customer journey.

This is an opportunity to take ownership of a critical business function, leading teams across multiple locations while driving service excellence, operational efficiency and customer loyalty.

What you'll be doing

• Leading and developing the Customer Experience function across Cannock and Manchester.
• Creating a high-performing culture focused on accountability, service excellence and continuous improvement.
• Improving customer journeys by reducing friction, repeat contacts and avoidable work.
• Driving the adoption of technology, automation, self-service solutions and emerging AI tools.
• Using customer insight, operational data and colleague feedback to identify and prioritise improvements.
• Working closely with Sales, Marketing, Technical, Operations, Finance and IT to deliver a seamless customer experience.
• Managing customer experience KPIs, service performance and transformation initiatives.

What we're looking for

• Significant leadership experience within Customer Experience, Customer Service, Customer Care, Contact Centre or Service Operations environments.
• Proven success improving service performance, customer satisfaction and team engagement.
• Experience leading change and implementing technology-enabled improvements.
• Strong people leadership, coaching and stakeholder management skills.
• Commercial awareness and a data-driven approach to decision making.
• Experience of CRM, ERP and customer service technologies. Experience with SAP would be advantageous.
• A visible, hands-on leadership style with a passion for improving both customer and colleague experience.

Why join Parts Town UK?

This role offers a rare opportunity to influence the future direction of customer experience within a growing business. You'll lead meaningful transformation, shape service strategy and play a key role in supporting our continued growth.

Our work is guided by our values: Safety, Integrity, Community, Passion, Courage, and Innovation. They shape how we show up every day - for our customers and each other.

Location: Cannock with regular travel to Manchester

Contract: Full Time, Permanent

Apply now or message us at Sign in to view email to learn more.

Equal Opportunities

Parts Town UK is committed to creating an inclusive workplace and welcomes applications from people of all backgrounds, experiences and talents. We treat all applicants and colleagues fairly and equally, and make hiring decisions based on merit, job requirements and business needs.

If you require any additional support during the application or recruitment process, please contact our hiring team and we'll be happy to help.