Head of Customer Experience
instantprint – The UK’s largest online printer
At instantprint, we’re on a mission: to help businesses of all sizes look amazing through print – and to make it as easy as possible. With over a million small businesses already choosing us for their marketing materials, we’re growing fast, and we need the right leader to take our customer experience to the next level.
That’s where you come in.
We’re looking for a Head of Customer Experience who is dynamic, commercially focused, and passionate about building world-class customer journeys. You’ll lead our customer service and artwork support teams, acting as the voice of the customer at a senior level and driving improvements that keep customers coming back.
About the position:
Salary range £40,000 – £70,000, depending on experience
This position is office based 5 days a week at our office in Manvers, Rotherham.
Monday to Friday, 40 hours per week
What you’ll be doing
- Lead our Brands Customer Experience strategy – shaping how customers interact with us across phone, chat, email, and our ecommerce platform.
- Champion the customer – influence decisions across ecommerce, marketing, sales, and tech to ensure every touchpoint reflects our brand.
- Drive commercial impact – unlock upsell and retention opportunities, ensuring service excellence delivers both customer loyalty and revenue growth.
- Inspire and develop teams – coach and mentor managers, build training programmes, and create a high-performance culture.
- Optimise operations – oversee high-volume contact and artwork teams, implementing AI, automation, and smarter workflows to enhance efficiency without compromising service quality.
What we’re looking for
- Proven experience leading large, fast-paced customer service teams.
- A strong commercial mindset, with a background in sales, retention, or customer growth.
- Track record of improving customer journeys across multiple platforms (calls, chat, email, ecommerce).
- Experience implementing new processes and technologies to boost performance.
- A natural coach and motivator who can inspire teams to deliver their best.
Why join us?
At instantprint, you’ll join a business that’s ambitious, fast-moving, and committed to making a real difference for our customers. You’ll have the autonomy to shape our customer experience strategy, the support of a passionate senior team, and the opportunity to make a tangible impact on the growth of the UK’s largest online printer.
What we can offer you
- Enhanced maternity/paternity package
- Health cash plan
- Long Service gifts and awards
- Real living wage employer
- Discount/voucher schemes
- Company pension
- Wellbeing support, including access to mental health support lines and personal skills workshops such as managing your money
- Cycle to work scheme
- Free fruit, snacks, and beverages
- Regular social events and team-building activities, such as our annual summer festival and Christmas Party.
- Free On-site Parking
- 22 days annual leave (plus bank holidays) and the opportunity to earn additional days, the longer you work here
The Company
Established in 2012, Bluetree Group is the UK’s largest online printer and exists to manufacture and sell high volume, premium products through investing in its highly skilled team as well as the latest technology.
Bluetree's combined office, production, and training facilities are in Wath Upon Dearne, which is close to Sheffield, Rotherham, Barnsley, and Doncaster. Our state-of-the-art 165,000 square foot facility is just a 15-minute drive from either the M1 or A1M and boasts ample free on-site parking, the facility is also located on a major bus route which is just a few minutes away from the train stations of Mexborough, Swinton and Wombwell.
Once you walk through our doors, you realise that people are central to all our operations. It’s a place for curious and ambitious people at heart.
For Privacy information please follow this link to our privacy notice on our website under the home page https://www.bluetreegroup.co.uk
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Top Skills
What We Do
Bluetree Group is an established and rapidly expanding retailer and manufacturer of Print sat across two Carbon Neutral sites; a 160,000 sq. ft facility and a 45,000 sq.ft facility based in the Yorkshire area.
Based in the heart of the Northern Powerhouse, our two-time Virgin Sunday Times Fast Track 100 ranked business has grown rapidly from humble beginnings. Founded in 1989, Bluetree Group operates three brands within Bluetree Print (with brands instantprint, Route 1 Print and Kingsbury Press)
Across these divisions sits a huge range of products from flyers and business cards, Roller banners and books. Bluetree Group has a customer base of over 700,000, ranging from the largest FTSE 100 Companies to small & micro businesses.
Some notable awards we’ve recently achieved include:
• The European Business Award for Manufacturing
• The Sheffield Business Award for Company of the Year
• 1000 Companies to Inspire Britain for the £20-£30m category
• Northern Tech Awards 2021 - Listed in Top 100 Companies
• Yorkshire Post Excellence in Business Awards 2021 – Business Transformation of the Year
• 2021 & 2022 FT1000 Europe’s Fastest Growing Company
• 2022 Printweek Awards - Bespoke Publications Printer of the Year
• 2022 Printweek Awards - Highly Commended for Environmental Company of the Year
If you’ve got the right attitude and values, then Bluetree Group is for you. We’ll provide all the training, support and opportunities you will need to fulfil your potential, no matter which area you want to work in. Our departments include Production, Sales, Graphic Design, Marketing, Web Development, Compliance and many more!
Websites
http://www.bluetreegroup.co.uk
https://www.instantprint.co.uk/
https://www.route1print.co.uk/
https://kingsburypress.com/
