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Head of Complex Customer Operations

Birmingham Permanent £58,000 - £64,000 per year View Job Description
A senior leadership role leading complex, regulated customer operations through transformation - combining people, process, and data to deliver an exceptional customer experience.
  • Birmingham - 2 days per week in office
  • Progressive role

About Our Client

Are you passionate about leading high-performing teams in a fast-paced, regulated environment? Do you thrive in roles that blend customer experience, complex casework, operational leadership, and digital transformation?We're supporting a forward-thinking organisation to find a Head of Complex Customer Operations to lead a function responsible for onboarding customers into a regulated industry. This function handles complex and high-stakes processes with a strong emphasis on accuracy, fairness, and service excellence.

Job Description

This is a key leadership role in a fast-paced, high-volume environment where the work is varied and complex. You'll lead a team of around 50 people across three specialist operational areas:

  • Customer Onboarding - making sure new customers meet the necessary checks and criteria before they can join.
  • Complex Case Handling - managing a high-volume stream of more technical, non-standard applications that require sound judgement and attention to detail.
  • Customer Operations - overseeing day-to-day service delivery across phone and email channels, with plans to improve and grow digital self-service.



You'll lead 5-6 Team Leaders who each manage their own teams of 8-10. Together, they process applications, review supporting information, and manage risk to ensure everything is handled accurately, fairly, and in line with policy.Your Focus Will Include:

  • Creating a high-performance culture that supports, trusts, and empowers your people.
  • Using data, insight and technology to make services more efficient and customer-friendly.
  • Listening to customers and colleagues to shape and improve the end-to-end experience.
  • Driving quality, productivity and compliance - always with the customer in mind.
  • Looking ahead - planning for the right people and skills to meet future demand.
  • Collaborating with senior leaders across the business to influence strategy and share ideas.
  • Supporting ongoing digital improvements and helping to modernise how the operation runs.

The Successful Applicant

You'll be an experienced operational leader from a customer-led, regulated, or high-stakes service environment - someone who thrives in roles where accuracy, judgement, and quality of service truly matter. You might come from sectors like legal, education, utilities, healthcare, housing, or financial services, but what's more important is that you've led teams dealing with complex processes, customer applications, or decision-based work - not just volume.

This role sits at the intersection of customer experience, risk, and operational delivery. You'll need a sharp eye for spotting themes in data, patterns in performance, and opportunities to improve - not just in theory, but in practice. We're looking for someone who can lead through insight, drive the right conversations with their peers, and translate ideas into action.

You'll also bring strong people leadership skills - not just as a team manager, but as a coach, mentor, and role model. This is a culture where high standards and autonomy go hand in hand, so we're looking for someone who knows how to bring the best out of others in a grown-up, empowering environment.

You'll be a good fit if you're:

  • A senior leader (or a high-performing ops manager ready to take that step) with a background in regulated or complex customer service environments.
  • Comfortable working with data, insight, and KPIs to make sound operational decisions and drive performance.
  • Passionate about service improvement and customer experience, with a solid understanding of what great CX looks like - especially in process-heavy journeys.
  • Commercially aware and able to bring a strategic mindset to day-to-day delivery.
  • A strong communicator who's confident engaging with senior stakeholders, including board-level.
  • Resilient, energetic and ready to play a key role in a wider business transformation - someone who embraces change and wants to be part of creating something better.



What's on Offer

This isn't a role for someone who's looking to maintain the status quo. It's for someone who wants to help lead a step-change in how things are done - who's excited by the idea of modernising legacy systems, designing future-fit customer journeys, and creating a workplace culture where people feel inspired and trusted to do their best work. You'll be rewarded with:

  • Salary 58,000 - 62,000
  • Excellent pension, up to 12.5, 2 x match
  • 4 x life assurance
  • 35 hour working week
  • 2 days in office
  • 25 days holiday plus bank holiday plus options to buy and sell
  • 25% contribution towards wellbeing (lots of choice)
  • Progression
Contact
Katy Bevan
Quote job ref
JN-062025-6758360
Phone number
+44 151 255 3751

Job summary

Job function
Business Support
Subsector
Contact Centre
Sector
Business Services
Location
Birmingham
Contract type
Permanent
Consultant name
Katy Bevan
Consultant phone
+44 151 255 3751
Job reference
JN-062025-6758360