Lead a large, regulated customer service operation, driving operational excellence, team performance, and customer experience while contributing to business strategy. Client Details 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. 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: Operational leadership: Own the end-to-end customer service function, ensuring targets, quality, and compliance standards are met. Team management: Coach and develop managers and team leaders, fostering high performance and engagement. Customer experience oversight: Drive improvements in NPS, CSAT, and overall journey, ensuring consistent, high-quality service. Strategic input: Contribute to wider business strategy, identifying opportunities to enhance customer experience, streamline processes, and anticipate regulatory or market trends. Regulatory compliance: Keep ahead of regulatory changes and embed best practice throughout the service function. Process improvement & innovation: Implement initiatives to improve efficiency, automate where appropriate, and enable the team to focus on proactive customer support. Stakeholder engagement: Work closely with director-level leadership and cross-functional teams to ensure customer service strategy aligns with wider business objectives. Profile Experienced Head of level with a strong Contact Centre / Customer Care function background Strong background in regulated financial services or consumer-focused businesses. Proven experience managing large teams and complex operations. Strategic thinker with a focus on customer experience, compliance, and continuous improvement. Hands-on, approachable leader who can balance day-to-day delivery with forward-looking strategy.Job Offer Competitive salary of £70,000. Hybrid working - 2 days per week in the Birmingham office. Opportunity to shape the future of customer service in a regulated but highly consumer-focused environment. Lead a talented, motivated team with scope to drive change and make a real impact