Overview
COO/ Customer Service Director Jobs in Newport, Wales, United Kingdom at Artis Recruitment
Title: COO/ Customer Service Director
Company: Artis Recruitment
Location: Newport, Wales, United Kingdom
Chief Operating Officer (COO) / Customer Services Director
Mission
Our Client are ambitious, values-led business. Their purpose is simple: to deliver exceptional customer experiences while making a positive difference to the people and customers they serve.
They are now entering an exciting new chapter—one of positive change, thoughtful restructuring, and sustainable growth. To help us navigate this journey, we’re looking for a strategic, people-focused leader who can turn vision into reality while keeping our values at the centre of every decision.
The Impact You'll Make
As COO / Customer Services Director, you’ll be the driving force behind operational excellence and customer service transformation. You’ll shape the ways of work, lead your teams through change with empathy and clarity, and ensure customers feel valued at every touchpoint. Your leadership will directly influence the ability to scale without losing the personal touch that makes us unique.
What You'll Do
- Lead the operational strategy for the business, ensuring our structure, processes, and people are aligned for growth.
- Oversee and elevate our customer service function—designing systems, training, and culture that deliver consistently outstanding experiences.
- Partner with the CEO to translate the vision into actionable plans, KPIs, and measurable outcomes.
- Drive change management initiatives, ensuring teams feel supported, informed, and inspired throughout the transition.
- Implement operational efficiencies without compromising on quality or values.
- Build strong cross-functional relationships, fostering collaboration between customer service, operations, sales, and marketing.
- Champion a culture of accountability, continuous improvement, and customer-first thinking.
What You'll Bring
- Proven senior leadership experience in operations and/or customer service, ideally within a growing SME or values-led organisation.
- A track record of leading teams through change—balancing strategic vision with hands-on delivery.
- Strong commercial acumen with the ability to align operational decisions to business goals.
- Exceptional communication skills, with the ability to inspire, influence, and engage at all levels.
- A deep understanding of customer experience best practices and how to embed them into company culture.
- Resilience, adaptability, and a genuine passion for making a positive impact.
Why You'll Love It Here
- The chance to shape the future of a business at a pivotal moment in its journey.
- A values-driven culture where integrity, respect, and collaboration are non-negotiable.
- Direct influence on strategy and decision-making—your voice will be heard.
- Flexible working arrangements that respect work-life balance.
- Opportunities for personal and professional growth as the business scales.
- A close-knit, supportive team that celebrates wins together.
