1. Lead a large, dynamic customer service team.
2. Shape strategy while improving customer experience.
About Our Client
We're recruiting a Head of Customer Service for a large, regulated consumer-focused business. This is an exciting opportunity for an experienced leader from the financial services or regulated sector to run a high-performing support hub, balancing day-to-day operational excellence with strategic influence.This is a consumer-facing business with a wide spectrum of customer interactions, from casual, one-off enquiries to complex multi-step support, where getting it right matters.
Job Description
You'll lead an operation of 100 FTE, including 3 managers and 8 team leaders, ensuring the team delivers a seamless, professional, and compliant service across all touchpoints. Key responsibilities include:
3. Operational leadership: Own the end-to-end customer service function, ensuring targets, quality, and compliance standards are met.
4. Team management: Coach and develop managers and team leaders, fostering high performance and engagement.
5. Customer experience oversight: Drive improvements in NPS, CSAT, and overall journey, ensuring consistent, high-quality service.
6. Strategic input: Contribute to wider business strategy, identifying opportunities to enhance customer experience, streamline processes, and anticipate regulatory or market trends.
7. Regulatory compliance: Keep ahead of regulatory changes and embed best practice throughout the service function.
8. Process improvement & innovation: Implement initiatives to improve efficiency, automate where appropriate, and enable the team to focus on proactive customer support.
9. Stakeholder engagement: Work closely with director-level leadership and cross-functional teams to ensure customer service strategy aligns with wider business objectives.
The Successful Applicant
10. Experienced Head of level with a strong