The role
This is a senior leadership role with responsibility for overseeing customer service and processing operations. You will lead, develop and inspire teams while ensuring service delivery meets business objectives, customer expectations, regulatory requirements, and performance targets.
The successful candidate will combine strategic leadership with a hands-on approach, driving operational performance, customer satisfaction, process optimisation, and team development.
Main Responsibilities
Operational Leadership
Lead and develop customer service and processing teams to deliver exceptional service standards.
Drive a culture of accountability, engagement, performance, and continuous improvement.
Ensure operational activities are delivered efficiently, effectively, and in line with company objectives.
Lead workforce planning to ensure resources are aligned to business demand.
Customer Experience
Champion a customer-centric approach across all service channels.
Oversee the effective resolution of customer enquiries, complaints, and escalations.
Identify opportunities to improve customer journeys and enhance service quality.
Governance, Risk & Compliance
Ensure operational processes comply with company policies, industry requirements, and regulatory obligations.
Maintain robust controls, quality assurance processes, and reporting standards.
Identify operational risks and implement appropriate mitigation strategies
Drive consistency, accuracy, and compliance across all customer service and processing activities.
People Leadership
Recruit, develop, coach, and retain high-performing team members.
Create clear development pathways and succession plans.
Conduct regular performance reviews and support individual growth.
Continuous Improvement & Performance Management
Lead process improvement initiatives to increase efficiency and scalability.
Identify opportunities for automation, technology enhancement, and operational innovation.
Support business growth through the implementation of best practice operating models.
Analyse operational data and trends to identify risks, opportunities, and improvement initiatives.
Establish, monitor, and report on key performance indicators (KPIs)
Deliver measurable improvements in productivity, quality, and service performance.
Skills & Experience:
Significant experience leading customer service, operations, or processing teams.
Demonstrable success in delivering operational improvements and performance outcomes.
Strong leadership and people management skills.
Experience managing KPIs, SLAs, and operational performance frameworks.
Excellent stakeholder management and relationship-building skills.
Strong analytical and problem-solving capabilities.
Ability to interpret operational and financial data to support decision-making.
Excellent written and verbal communication skills.
Proven ability to manage multiple priorities and perform effectively under pressure.
Strong organisational and planning skills.
Ability to work under pressure, manage your time effectively and work on your own initiative
A desire to help others work towards targets and develop their skills
Flexible attitude and the ability to manage change
Forward Assist Recruitment is operating as an employment agency. Forward Assist Recruitment is an Equal Opportunities employer; we welcome applicants from all backgrounds
Salary description
£65000.00 - £85000.00 per year