We are recruiting for an experienced and strategic Head of Customer Operations to lead and transform our customer service function within a highly regulated environment. This is a pivotal leadership role responsible for delivering exceptional customer outcomes while ensuring operational efficiency, regulatory compliance, and continuous improvement across the customer journey.

Client Details

Our Client is an industry leading, well known business across the UK who operate in a heavily regulated environment. To support recent growth they are now looking for a Head of Customer Operations to ensure Service Levels are met and improved up across the Contact Centre function

Description

• Drive service delivery across multiple customer channels, ensuring consistent achievement of service level agreements and operational KPIs

• Establish a culture focused on customer outcomes, quality, engagement, and accountability

• Develop and implement strategies to improve customer satisfaction, first-contact resolution, and overall service effectiveness

• Build and maintain strong relationships with key clients, stakeholders, and strategic partners

• Act as the senior operational contact for escalated client matters and service reviews

• Lead a culture of continuous improvement, identifying opportunities to enhance processes, systems, and customer outcomes

• Deliver operational transformation initiatives using methodologies such as Lean, Six Sigma, or similar frameworks

• Utilise data, customer feedback, and operational insights to drive performance improvements

• Lead customer journey mapping exercises to identify pain points, opportunities, and customer experience improvements

• Ensure customer-centric principles are embedded throughout operational processes and business change initiatives

• Foster an inclusive, high-performance culture focused on engagement, development, and accountability

Profile

A successful Head Of Customer Operations should have:

• Experience leading customer operations and service delivery within a contact centre setting
• Experience managing external 3rd party clients
• Ability to map and improve customer journey
• C-suite stakeholder engagement

Desirable:

• Lean Six Sigma qualification or equivalent.
• Experience leading digital transformation initiatives

Job Offer

• Permanent Head Of Customer Operations position in West Yorkshire (predominantly site based)
• Salary of £70,000 to £75,000 dependent on the level of experience.
• Extensive benefits package