Overview

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.