Head of Customer Services

At Event Cup Solutions Ltd were redefining how live events operate by leading the UKs shift toward high impact sustainable reusable cup systems. We partner with the biggest stadiums arenas festivals and theatres across the country to slash single use waste speed up service and transform the guest experience through our innovative rental based reusable cup model.

With state of the art nationwide wash and logistics hubsequipped to clean and dry over 100 million cups every yearwe deliver a fast efficient and truly scalable operational service to venues of every size. As a ClimatePartner certified organisation and home of the ONE Planet ONE Chance Reusable Cup System were proud to help clients meet sustainability goals while elevating front of house performance.

Joining our team means stepping into a future focused business thats growing quickly and innovating constantly. If youre passionate about operational excellence sustainability and making a visible impact at some of the UKs most exciting events youll thrive here.

Role Overview:

We are seeking an experienced customer-focused and commercially minded Head of Customer Services to lead our Customer Services function to deliver first class Customer Experience.

The successful candidate will be a highly visible and hands-on leader who leads by example through direct customer engagement relationship building and exceptional account management.

The role combines leadership of the Customer Services team with responsibility for delivering an outstanding customer experience across the entire customer journey. You will be responsible for the customer service management of several key strategic customers developing trusted partnerships through regular face-to-face meetings proactive communication and a detailed understanding of each clients business requirements.

You will play a critical role in ensuring exceptional customer satisfaction retention service excellence and long-term growth whilst driving a customer-centric culture throughout the business.

Regular travel throughout the UK will be required to maintain strong relationships with key strategic customer accounts.

Key Responsibilities

• Build and maintain strong long-term relationships with key customer stakeholders through regular meetings and site visits. Developing a detailed understanding of each customers business operational needs objectives and future requirements.

• Act as the primary escalation point and trusted advisor for key accounts Providing a highly responsive and personalised service.

• Ensure the successful end-to-end management of customer accounts from onboarding through to ongoing service delivery customer account development to support contract renewal and retention.

• Conduct regular account review meetings with customers to evaluate service performance identify opportunities and ensure exceptional levels of customer satisfaction.

• Identify process improvements that enhance both operational efficiency and customer satisfaction developing action plans where improvements are required

• Prepare and analyse customer service reports and provide insights to senior management

• Contribute to customer retention strategies and commercial planning.

• Oversee the day-to-day operation of the Customer Services function ensuring all customer interactions are handled professionally and consistently.

• Lead motivate coach and develop the Customer Services team.

• Establish clear performance expectations and customer service standards.

• Foster a culture of accountability collaboration and continuous improvement.

• Ensure resources are effectively managed to maintain high service standards.

Key Skills & Experience

• Proven experience managing key customer accounts and developing long-term customer relationships.

• Previous experience leading and developing internal customer service teams.

• Strong face-to-face relationship-building and stakeholder management skills.

• Excellent communication negotiation and interpersonal skills.

• Strong commercial awareness with a focus on customer retention and growth.

• Highly organised with excellent planning and problem-solving capabilities.

• Proficient in Microsoft Office applications including Excel and CRM/customer management systems.

• Experience within a rental-based business environment or an events contract catering or warehousing industry would be desirable but not essential

We welcome talent from all backgrounds identities and experiencesbecause diverse perspectives fuel innovation strengthen our culture and help us continue pushing boundaries in sustainability and live event operations.

If youre passionate driven and ready to make an impact youll find a place here. Were proud to be an inclusive employer and we actively encourage applications from all suitable candidates.