Head of Customer Service

Head of Customer Service

Location: Norwich (office based)

Employment type: Permanent, full time

Reporting to: Director of Customer Service & Operations

Team: ~100 advisors plus 6 Team Managers and a Service Level Manager (wider CS function ~250 across 2 sites)

Your next chapter

Travel Chapter is the holiday home people. We connect guests with incredible properties across the UK and help homeowners share the places they love most. As a certified B Corp, we care about doing what’s right for our customers, our people, our communities and our planet. That mindset sits at the heart of how we operate and how we serve.

Customer Service plays a huge role in shaping how guests and homeowners feel about us. From first enquiry to post-stay, it’s our teams on the ground and on the phones who make things effortless, reassuring and human.

We are now looking for a Head of Customer Service to lead our Norwich operation and help us evolve how we serve customers in a fast-moving and increasingly digital environment.

What this role is all about

This is a hands-on operational leadership role with strategic influence. You’ll run day-to-day service delivery at our Norwich site, but you’ll also play a key part in shaping how our Customer Service function works as it grows, modernises and aligns across two locations.

You’ll lead from the front, building confidence, consistency and ownership across the team. You’ll work closely with our Director of Customer Service and your peer Head of CS in Bideford to make sure service standards feel aligned and the whole department moves forward together.

Our customers are guests and property owners. We want them to feel safe in our hands, to get clear answers and to know that once they’ve raised something, we’ll see it through end-to-end.

What you’ll be doing

• Leading operational service delivery at our Norwich site across phone, email and digital channels

• Playing a central role in service performance, coaching and shift leadership through 6 Team Managers and a Service Level Manager

• Embedding simple and consistent performance rhythms that make it easier to see what’s working and what needs attention

• Making coaching part of everyday life, not just when something goes wrong

• Ensuring we get the best from our tools and systems including Salesforce, WhatsApp and emerging AI tools

• Partnering with Planning and Training so teams have the skills, cover and support they need to succeed

• Working closely with your Bideford peer to drive consistency, shared learning and continuous improvement

• Understanding what’s driving repeat contacts and friction and working with other teams to solve root causes

• Shaping communication standards so they feel confident, clear and helpful

• Bringing operational insight to wider CS and business conversations

What we’re looking for

You’ll likely have:

• Senior leadership experience in a multi-channel contact centre or customer operations environment

• A track record of improving service performance through clarity, coaching and sensible operational routines

• Confidence with systems, performance data and tooling and ideally familiarity with Salesforce or similar platforms

• Experience influencing wider improvements in service quality, customer experience or operational consistency across teams or sites

• The ability to lead under pressure and maintain standards without losing the human touch

You are:

• Approachable, direct and calm. People know where they stand with you.

• A leader who removes blockers, rolls up their sleeves and sets the tone.

• Solutions-orientated and ownership-led. You don’t deflect, you sort.

• Someone who believes good service is shaped as much by how we coach and communicate as by the systems we use.

Why join us

• A people-first B Corp business with real values, not slogans

• A role with both scale and influence, leading one of our two core CS sites

• The chance to help shape a modern, digital service model that blends great people with smart technology

• A supportive and collaborative leadership team who care about doing things well

What success looks like

In your first year you’ll help create a smoother, more consistent and more modern CS operation in Norwich and you’ll contribute to a CS function that feels more joined up across our two locations. Customers will feel clearer, more confident and better supported. Teams will feel coached, understood and set up to perform. And improvement will feel like part of how we work, not an occasional project.