Head of Customer Experience
- Hiring from
- United Kingdom
- Work type
- Hybrid
- Posted
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We are Disturbia; a UK based fashion and lifestyle brand for the people who play on the outskirts of mainstream; we celebrate the unusual, the quirky and the people who are gloriously themselves.
Our passions span folklore to psychodelia; magical fairytales to poison gardens, historic literature to witchcraft and all the other weird rabbit holes we can fall down.
Over the last 20 years, our growing in-house team of creatives, do-ers, dreamers and makers have been creating distinctive products and delivering an exceptional experience for those of you who dare to stand out from the crowd.
The spirit of our collections comes from the spirit inside our company. We’re a team of honest, humble, creatively minded souls across our offices in the North East and London. We all dream of the same goal; to grow a brand which enables millions of people to realise their unique selves.
Our designs are informed and inspired by the outcast, the esoteric, and the occult- we're always spinning fashion trends on their head in new and unexpected ways. We stand for the other in society and always want to do right by our community - all while having a hell of a lot of fun in the process.
We are a fast growing and dynamic environment; and we don’t believe it bureaucracy for bureaucracy sake – you won’t find pointless red tape around here. We value bright ideas and voices which want to be heard. If you want to do your best work and come and work in environment which reflects you true self, come and join us and make some magic.
As Disturbia continues to grow, the need has arisen to hire a Head of Customer Experience to Join our team in Newcastle.
As Disturbia continues to grow, the need has arisen to hire a Head of Customer Experience to Join our team in Newcastle.
Key Responsibilities
The Head of Customer Experience will lead our global customer experience operation and contribute significantly to the end to end customer journey: discovery, purchase, delivery, product experience, aftercare, returns, refunds and repeat purchase. Partner with relevant teams to improve care, clarity and reliability.
You’ll be directly accountable for customer experience channels, people, performance, processes and helpdesk systems. This is a hands-on role: review the detail, set clear standards, develop the team and follow through on shared improvements across the business.
- Own customer-facing channels: Lead email, live chat, telephone, Trustpilot review responses and Yotpo product questions and reviews. Set channel-specific response, resolution and quality standards; manage backlogs and ensure accurate, caring follow-through.
- Resource management, forecasting and recruitment: Forecast demand, recruit and schedule the team, plan peak capacity and manage partners. Build near-24-hour coverage across global time zones, with clear handovers and escalation arrangements.
- Lead with care and accountability: Set clear responsibilities and performance expectations. Own onboarding, training, coaching and quality reviews; address gaps and ensure colleagues take ownership through to resolution.
- Own documentation and helpdesk processes: Review all existing workflows, policies and helpdesk tools. Maintain practical procedures, tone-of-voice guidance, response templates, refund authority and escalation guidelines; check they are understood and followed.
- Improve FAQs and customer information: Own FAQs and help content, partnering on product, sizing, delivery and returns information. Keep guidance accurate and accessible to support conversion, reduce avoidable enquiries and improve experience.
- Contribute to the end to end customer journey: Test the journey and agree improvements with E-commerce, Marketing, Product, Technology, Operations and Logistics. Track owners, deadlines and outcomes; escalate unresolved issues.
- Resolve complaints and disruption: Own complex complaints and recovery. Coordinate proactive customer communications during delivery or system disruption, and work with relevant teams to prevent repeat failures.
- Measure outcomes and manage costs: Report satisfaction, response and resolution times, first-contact resolution, contact per order, reviews and cost per contact. Own budgets; share customer insights with leadership and demonstrate contributions to conversion and retention.
Skills, Knowledge and Expertise
- Proven leadership of a high-volume e-commerce or retail customer experience operation across multiple channels and international markets.
- Experience forecasting demand, recruiting, managing rotas and delivering extended coverage and peak trading readiness.
- A track record of developing managers, training teams, improving quality and managing performance.
- Practical experience auditing processes, improving helpdesk and CRM systems, and maintaining clear documentation and customer-facing content.
- Strong analytical and commercial judgement, including budgets, partner management and measurable customer outcomes.
- Ability to influence across departments and deliver shared improvements to the end to end customer journey.
A caring, accountable and hands-on leader who understands the detail, supports colleagues and follows through. Curious, calm and collaborative, you investigate causes, set clear expectations and bring teams together around customer needs.
Benefits
- Holiday allowance starting at 25 days, on top of bank holidays, increasing with length of service.
- Annual purchase scheme
- Hybrid and flexible working.
- Enhanced parental leave
- Store discount- 30% after probationary period and 50% after a years service
- Sample sale in both offices
- Friends & Family Discount
- Regular socials and social fund
- Cycle to work scheme
- Birthday treats
- We believe that creative freedom needs space to breathe; this is why we offer flexible working hours, 2 days a week working from home and a respect for the life you have outside of our walls.
- We would be nothing without our community of creative folk; we celebrate our whole together twice a year within a company wide social
