OverviewLead a large, regulated customer service operation, driving operational excellence, team performance, and customer experience while contributing to business strategy.

Client detailsWe''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.

DescriptionYou''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 and 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.

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