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Head of Customer Service

  • Salary: £70,000 - £90,000 per year
  • Job Type:Permanent

Posted 3 months ago

  • Sector: Customer Contact
  • Contact: Natasha Copitch
  • Contact Email:
  • Contact Phone: 0161 883 2740
  • Expiry Date: 14 June 2023
  • Job Ref: NC/10009

My client is looking for a Head of Customer Service to be responsibility for leading the following operational functions within Customer Operations and aligned to the longer-term Customer Experience vision:

  • Retail Customer Services
  • Retail Contract Hire
  • Complaints for Customer Services
  • Outsource Partner Management – Customer Services and New Business Pay Out
  • Delivery of best-in-class Training

As part of the Senior Leadership Team for Customer Operations, the role exists to develop and drive high performance, high value, and highly efficient processes, to lead engaged and motivated teams, direct outsource partners, ensuring appropriate and consistent outcomes for customers.

This is an SMCR role under the FCA Senior Management Regime framework, so the Head of Customer Services is a ‘Certified’ role under the Senior Manager and Certification Regime (SMCR) and the role holder is required to comply with the FCA’s Conduct Rules.


  • Lead and motivate the operational areas performance and delivery in all aspects.
  • Developing an effective operational leadership team that delivers results through engaged employees that drives great customer outcomes and delivers against the strategic objectives, business imperatives, and fulfils regulatory needs.
  • Manage outsourced supplier/partner arrangements in all aspects of performance – including performance and relationship management, oversight of scheduling, budget, and operational adherence with relevant Customer Operations requirements via Resource Planning
  • Resolve complex customer issues and problems that arise, using root cause and problem-solving techniques to prevent repeating issues that improve customer experience / satisfaction, increase customer retention and reduce operational costs
  • Accountable for ensuring escalated customer complaints are managed within FCA regulated timescales, ensuring that all requirements are consistently delivered. This includes the effective management of good will and redress payments required to resolve the complaint to the customer satisfaction but also to achieve business objectives.
  • Work closely with root cause teams, deciding on their priorities, to eliminate customer dissatisfaction that led to complaints.
  • Represent Customer Operations on Marketing and Product Forums

Skills & Experience:

  • Must be a SMCR certified/ FCA regulated background within Financial Services.
  • Extensive management/senior management experience within a customer-facing environment
  • Significant experience of outsource and supplier management as a client and also as a provider.
  • Experience of implementing and managing risk, financial/budget management
  • Significant experience in people management and effective team leadership
  • Experience of operating in both B2C and B2B environments
  • Understanding and experience of relevant regulatory requirements
  • Experience of delivering organisational change
  • High level of budgetary and financial management expertise
  • Demonstrable experience of driving performance delivery of self and others
  • Experience of actively managing stakeholders at varying levels and operating within/delivering through cross functional team

Please note, should feedback not be received within 28 days due to the large volume of applications, unfortunately, your application has been unsuccessful. However, we may be in touch with similar relevant opportunities.

If you would like this job advertisement in an alternative format, please contact MERJE directly.