Head of Customer Service

Posted 25 May by CCR Recruitment & Selection Easy Apply

Head of Customer Service



This is a key leadership role for my client, responsible for delivering great service to our growing base of over 300,000 customers. This involves leading and motivating a team of c. 80 people (with 10 direct reports) and responding to more than 500,000 online and offline contacts per annum.


  • Through continuous communication ensure all Customer Service staff understand the business purpose and business objectives and their key role in achieving them
  • Be an ambassador for the company values within the customer service team ensuring that they are understood and implemented in day-to-day operations
  • To ensure everyone in the Team is acting in accordance with current legislation, rules and regulations, as advised by the Compliance Team
  • To lead sustainable change e.g. new ways of working, involving stakeholders at all levels as appropriate
  • Input to and implement the customer experience strategy as it relates to customer service
  • To be a proactive member of the senior management team

Great Service

  • To ensure a consistently high level of service is given to all customers
  • To ensure customers are treated fairly
  • To innovate and differentiate our service from our competitors
  • Ensure best-in-class complaint handling including closing the loop with customers and effective root-cause analysis ensuring lessons are learnt for the business.


  • Develop a culture consistent with our values where staff at all levels want to learn and contribute
  • To ensure everyone has a personal learning and development plan
  • To oversee people matters for customer service: recruitment, induction, learning and development, coaching, performance management, reward and recognition, career mapping and succession planning.


  • Ensure the smooth operation of a flexible, robust and resilient operating model
  • To drive continuous improvement e.g. process re-engineering, providing insights and targeting failure demand, etc.
  • Minimise operational costs, drive efficiencies and identify potential investments to over-achieve targets.
  • Own and improve the online and offline customer journeys which relate to customer service.


Minimum of 5 years’ experience leading a customer service operation within Financial Services

Technical Knowledge - Familiar with contact centre technologies including telephony, workflow, agent desktop, workforce management etc.

Required skills

  • Contact Centre
  • Financial Services
  • Customer Journeys
  • Service Operation
  • Workforce Management

Reference: 34495513

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