Interim Director of Customer Service
Stabilise, Strengthen, and Lead a Purpose-Driven Service Function
Initial Six-Month Fixed-Term Appointment
Glasgow
Competitive base salary and benefits
Our client is a purpose-driven organisation operating at the heart of a regulated service environment, with a clear purpose to support and protect the interests of a broad and diverse customer base. With offices across the UK and contact centres located in both Glasgow and the South East, the organisation plays a vital role in its sector through a combination of public-facing services, regulatory responsibilities, and a strong not-for-profit ethos.
The organisation now has an immediate requirement to appoint a Director of Customer Service on a six-month fixed-term basis to provide urgent leadership capacity and operational oversight across its contact centre operations. The interim appointment will play a critical role in stabilising service delivery, addressing performance and structural challenges, and ensuring compliance with government-mandated customer service KPIs.
Serving both business clients (B2B) and end consumers (B2C), with approximately 70 colleagues split across the two contact centres, alongside an outsourced overflow centre, the Director of Customer Service will be responsible for creating alignment across teams and the external provider, embedding consistent standards, and driving a culture of accountability and continuous improvement.
Based primarily in Glasgow, the successful candidate will provide day-to-day leadership while also maintaining a strong and visible presence across both sites. A key focus will be on assessing current structures, workflows, and performance metrics, and identifying opportunities to improve efficiency, effectiveness, and customer outcomes.
In addition to short-term service enhancements, the postholder will support internal stakeholders with the planning and execution of longer-term change, bringing a clear, structured approach to operational design and delivery. A strong understanding of customer service processes and performance frameworks will be essential, along with the ability to lead teams through periods of challenge, transition, and improvement.
The ideal candidate will bring significant experience in leading large-scale customer service or contact centre operations across multiple locations, ideally within a regulated, purpose-led, or not-for-profit context. B2B experience is essential, and candidates should demonstrate a strong track record of delivering high-quality service to business clients, managing complex stakeholder relationships, and supporting contractually obligated service performance.
In addition, candidates should demonstrate experience in consumer-facing service environments, either within the same organisation or in previous roles, showcasing an ability to balance the needs of both business and individual customers. A thorough grasp of operational KPIs such as Grade of Service, CSAT, NPS, AHT and first contact resolution is expected, along with experience of driving service transformation and cultural improvement.
Candidates are likely to come from sectors such as housing, telecommunications, utilities, financial services (banking, insurance etc), public sector agencies or government services, ombudsman or dispute resolution services, or membership-based organisations. Familiarity with CRM systems, workforce planning tools, and multi-channel service environments will be highly advantageous. Above all, the successful candidate will demonstrate a values-led, collaborative approach to leadership, bringing empathy, emotional intelligence, and operational resilience to a highly visible and hands-on role.
This is an excellent opportunity to lead a critical function at a key moment of transition and transformation, with the potential for the role to become permanent beyond the initial contract.
The postholder will be based primarily in Glasgow with regular travel to the organisation’s southern operations.
If you would like to be considered for this opportunity, Adderleys Executive Search invites you to submit your curriculum vitae in absolute confidence for consideration in the first stage of the interview process.
How to apply
Point of contact: Oliver Adderley, Managing Director
Direct email: oja@adderleys.com