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Head of Customer Experience

Birmingham Permanent £70,000 - £75,000 per year View Job Description
Lead a large, regulated customer service operation, driving operational excellence, team performance, and customer experience while contributing to business strategy.
  • Lead a large, dynamic customer service team.
  • Shape strategy while improving customer experience.

About Our Client

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.

Job 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.



The Successful Applicant

  • 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.

What's on 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.
Contact
Katy Bevan
Quote job ref
JN-092025-6838971
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-092025-6838971