Head of Case Management -
London/Hampshire (Onsite)
Nigel Frank International are currently partnering with a fast-growing organisation who are looking for a senior operational leader to take ownership of their customer transaction function and help scale both service quality and commercial performance.
Responsibilities
- Lead, develop and scale a high-performing customer transaction operations team within a fast-paced environment.
- Oversee the end-to-end customer journey, ensuring transactions progress efficiently from application through to completion.
- Drive improvements across key operational and commercial KPIs, including completion rates, turnaround times, customer satisfaction and revenue performance.
- Proactively identify and resolve transaction delays, escalations and operational bottlenecks while maintaining excellent customer communication.
- Implement scalable operational processes, reporting frameworks and workflow improvements to increase efficiency and consistency.
- Work closely with internal teams, and external partners to improve service delivery, transaction momentum and overall customer outcomes.
Experience
- Proven experience leading customer operations, case management or transaction teams.
- Experience improving operational performance through KPI management, coaching and process optimisation.
- Demonstrated ability to lead teams within high-volume, fast-paced and growth-focused environments.
- Commercial awareness with the confidence to drive customer engagement, service adoption and team accountability.
- Strong stakeholder management, communication and problem-solving skills, with a proactive and results-oriented approach.
Benefits
- Starting Salary - £50k - £60k (dependant on experience)
- Competitive Benefits Package & More!