Job Title: Head of Customer Service

Salary: c£55k - £80k dependent on experience plus benefits

Location: Glasgow (hybrid - 3 days per week in office)

Shape how we grow – and grow with us!

Are you an experienced Customer Service leader with a passion for transformation, people, and process? Do you believe in scaling excellence, enabling high-performing teams, and creating brilliant customer journeys through insight, technology and care?

If that sounds like you, then the role of Head of Customer Service at Macs Adventure might just be your next great journey!

Reporting to our Chief Operating Officer, you’ll take the lead in transforming our global customer service function into a proactive, insight-driven, tech-enabled powerhouse. From embedding automation and self-serve tools to crafting meaningful human interactions across multiple markets, your impact will be felt from the booking button to the trailhead – and beyond.

At Macs Adventure, we create “Macs Moments” for tens of thousands of travellers each year through self-guided walking and cycling holidays. Our success relies on the seamless experiences we deliver and the meaningful connections we make with every customer, in every interaction. That’s where you come in.

Why Macs Adventure

We’re a scaling adventure tour operator on a mission to be the leading global brand in self-guided, active travel. We’re not just growing; we’re scaling with purpose.

This is your opportunity to join a business at the inflection point of momentum, where your impact is tangible, your ideas are valued, and your career can grow with us.

Welcoming over 30,000 customers on over 600 walking and cycling trips to destinations around the world, we employ over 180 people across the UK, US and Germany who share our purpose to create #macsmoments by leading, advocating & enabling self-guided, active travel as a positive force for people and planet.

In November 2024, we proudly achieved B Corp certification, marking a significant milestone in our journey toward sustainable, values-driven growth.

Our Culture

We’re an ambitious, forward-thinking business with a bold vision for the future, and our culture reflects these ambitions. We’re an action-oriented, fast-paced organisation and we like to have fun along the way. We’re looking for people who can grow with Macs and who can see the scaling journey. It’s not the easy route and we’re looking for people who enjoy challenges, love learning, want to make an impact and align with our core values:

• Love the journey: A Macs trip is all about the journey, not the destination. We are all believers in Macs’ unique brand of self-guided, active travel and shout about it. As more travellers convert to the Macs Way, we accept our business will grow and change. We welcome new connections, and embrace to new opportunities. Carpe diem!
• Take a different path: We’re not different for different’s sake; but we won’t succeed if we’re just the same as everyone else. We devise creative solutions to problems, find new ways of doing things, and trust colleagues who are doing so too. We are brave and feel empowered to take the initiative. We ask ourselves: is what I’m doing authentically Macs?
• Tread thoughtfully: We are considerate, empathetic and try to put ourselves in our customers’, suppliers’ and each other’s shoes. We support local, and find ways of having less negative impact on the planet. We find ways of having positive impact on people and communities. We are fair, and we do the right thing.
• Go the extra mile: We know that creating a perfect #MacsMoment involves going that bit further. We imagine the best feedback we can get and set out to earn it. We take ownership and accountability – it’s yours, not someone else’s, problem. We step up and help our team mates when they need us.

What you’ll do;

In this role, you’ll shape the future of customer service at Macs Adventure and build a high-performing, customer-first team that’s scalable, insight-led, and future-ready.

• Lead the newly formed Customer Service function through its next phase of transformation across the UK, US, and Germany.
• Shift the team from reactive support to proactive, insight-driven customer engagement.
• Develop and deliver our Customer Service strategy to drive retention, satisfaction and loyalty.
• Drive our customer contact technology and automation strategy and implementation, including AI and self-serve tools, to scale with efficiency.
• Embed data and analytics into everyday performance and decision-making.
• Inspire, develop, and manage a growing team (20+) and support team leaders to thrive.
• Collaborate cross-functionally to optimise customer journeys and unify touchpoints.
• Enhance external review scores (targeting 4.8+) and manage reputation across social channels.

In your first 12 months, you will:

• Deliver measurable improvement in response/resolution time.
• Deliver measurable improvement in response/resolution times.
• Reviewed and optimised end to end customer journey and supporting customer service processes to best serve our customers.
• Reviewed technology set up and implemented optimised technology solution (phone system / CRM / AI).
• Launch a follow-the-sun solution to best serve the needs of our travellers.
• Introduce new service-level KPIs and establish a QA framework.
• Embed process improvements and automation to reduce manual workload and improve contact-to-booking ratios.
• Build a scalable structure for future regional growth.

What you’ll bring;

• Experience leading large customer service teams in high-volume, multilingual environments.
• Proven track record scaling service functions in fast-growing, digital or travel businesses.
• Strategic mindset with hands-on execution skills.
• Strong knowledge of CRM platforms (Zendesk, Hubspot) and automation/AI tools, and experience optimising and transitioning technology stack.
• Strong analytical capability – turning insight into action.
• Experience managing managers and building culture across remote/hybrid teams.
• Comfortable with ambiguity, change, and high-growth environments.
• Empathy, curiosity, and a drive to do the right thing for customers and colleagues.

Not essential, it would be a bonus if you;

• Have a relevant degree or qualification in Customer Experience, Operations or Business.
• Have experience in travel or a passion for adventure.
• Have worked across multiple markets including UK, US and EU.
• Are qualified in Lean Six Sigma, CX or project management.

The knowledge and skills we’ve listed represent “the perfect candidate”. No one’s perfect and we know the ‘confidence gap’ can stop brilliant people applying. If you love the sound of this opportunity please apply, we’d love to hear from you.

You could belong here;

To deliver adventures for more than 30,000 customers we need to build a company that’s reflective of their diversity. We’re building an inclusive workplace that promotes and values difference, where everyone, from any background, can do their best work and be proud to belong.

What we’ll offer

As well as your salary;

• ANNUAL LEAVE: We’re an inclusive employer and celebrate diversity. We want you to be able to take holidays that matter to you, so 8 public holidays are included in your annual leave allowance of 33 days, which increases to 35 days after 5 years’ service.

• BIRTHDAY BOOSTER: An extra day off on your birthday!

• PENSION: We offer a contributory pension scheme.

• DISCOUNTS: You are eligible for great discounts on Macs Adventure trips!

• TRAVEL INSURANCE: We provide you and your spouse/partner/children with annual worldwide travel insurance.

• FLEXIBLE WORKING: A flexible work culture - you’ll be able to work from home as well as coming into our hub office in Glasgow 3 days per week to collaborate with colleagues.

• GETTING TOGETHER: Regular team, management and leadership meetings and retreats.

• CULTURE: An innovative, fast growth, international and solution focused culture, where we work hard to embed our values across the business.

• L&D: We support your self-guided learning journey to make the most of your strengths.

• WELLBEING. We'll support you in looking after your health and wellbeing so you can do your best work.

• TRAVEL: Occasional international travel may be required.

• IMPACT: The opportunity to make a difference in people’s lives and the planet.