Job Description
Head of Service Performance Support, Client Services – Contact Centre
Location: Surrey, Kingswood
Contract: Permanent
Hours: Full Time
Level: Associate Director
Reports to: Head of Client Services
About the Role
We are seeking an experienced senior leader to join our Client Services leadership team as Head of Service Performance Support. This is a strategic role focused on ensuring our Client Services teams deliver consistent, best-in-class client experiences through strong performance management, risk control, and people-focused leadership.
You will drive operational excellence, embed a strong client-centric culture, and lead the adoption of new ways of working and technology to continuously improve service delivery across Client Services.
Key Responsibilities
Performance Forecasting & Budget Management
1. Own service performance forecasting and manage the Client Services operating budget.
2. Ensure appropriate capacity and capability aligned to agreed service standards.
3. Lead recruitment and onboarding strategies in partnership with recruitment teams.
4. Conduct monthly performance, budg...