Job Description

About Cavello Group

Cavello Group is a privately owned organisation with 200+ employees and a diverse portfolio across Technology, Sustainable Urban Development, Roofing Construction, Insurance, Property Management and Investments. Our subsidiaries include Langley UK, Pentagon Specialist Products, George & Grey Insurance, and Urban EcoSystems.

The Role

We're looking for an experienced Head of Customer Services to lead and develop a group-wide customer service function. Starting with our Langley Waterproofing Sales Administration team, you'll build and shape a high-performing service operation across all Cavello Group entities. Your focus will be delivering exceptional customer experiences, enhancing processes, and embedding best-in-class service standards.

Key Responsibilities

Develop and deliver a group-wide customer service strategy Lead, mentor and grow the Langley Waterproofing Sales Administration team Oversee multi-channel customer support (phone, email, digital) Improve processes, systems and reporting across all entities Implement and optimise CRM platforms Monitor and improve customer satisfaction metrics Lead complaint resolution and drive root-cause improvements Collaborate with sales, operations and finance teams

About You

Proven senior leadership experience in customer service Strong knowledge of service best practice and process optimisation Skilled in CRM systems (e.g. Microsoft Dynamics, Salesforce) Excellent communicator with strong analytical and problem-solving abilities Experience managing multi-entity customer service operations Roofing/waterproofing sector experience is an advantage but not essential

Key Measures of Success

Customer satisfaction and stakeholder feedback Response and resolution times Reduction in complaints CRM adoption and effectiveness Team performance and engagement
Job Types: Full-time, Permanent

Pay: 45,000.00-50,000.00 per year

Benefits:

Company pension Health & wellbeing programme Life insurance On-site parking Work from home
Work Location: In person