Head of SME Customer Service

Business Stream

Join Business Stream as Head of SME Customer Service, shaping a multi-channel approach for small and medium-sized business clients.

Last checked on September 18, 2026. We may earn a commission when you click through.

✓ Opportunity to lead and innovate. ✓ Impact on customer service strategy. ✓ Engagement with diverse SME clients.

Head of SME Customer Service

Business Stream

Updated 22 hours ago

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Edinburgh

This position is ideal for experienced leaders looking to influence customer service in a growing sector. However, the role's demands may not suit those seeking a more relaxed work environment.

About this role

Join Business Stream as Head of SME Customer Service, shaping a multi-channel approach for small and medium-sized business clients.

About the Company

Business Stream is a leading provider of water and wastewater services in the UK, focusing on customer experience and efficiency.

Key Highlights

✓ Lead the strategic direction for customer contact.
✓ Enhance the experience for SME clients.
✓ Manage operational delivery across multiple channels.
✓ Opportunity to shape service strategies.
✓ Collaborate with various teams to improve service.

💡 Honest Take: While the role promises a significant impact on customer service, be prepared for the challenges of managing diverse customer needs and expectations. The operational aspects can be demanding, so strong leadership skills are essential.

Pros

✓ Opportunity to lead and innovate.
✓ Impact on customer service strategy.
✓ Engagement with diverse SME clients.
✓ Collaborative work environment.
✓ Potential for career advancement.

Cons

✗ High-pressure environment.
✗ Expectations for rapid results.
✗ May require long hours.
✗ Complex customer service issues.
✗ Limited salary transparency.

Best For: Individuals with a strong background in customer service management, particularly in B2B sectors.

Watch Out: The role may involve navigating complex customer issues, which can lead to high-stress levels.

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What Customers Say

Feedback from current employees highlights a supportive work culture but notes the high demands associated with the role.

Expert Review

This position requires a strategic mindset and the ability to adapt quickly. Leading a team in a high-pressure environment can be demanding, especially as you strive to meet varied customer needs. The operational challenges are substantial, often requiring to enhance the customer experience.

The role's focus on SMEs means understanding their unique challenges is vital for success. the lack of disclosed salary details may concern prospective applicants. For more details, refer to the official listing on Business Stream's page.