Head of Customer Service Strategy

Full time
Posted 3 months ago

We are currently recruiting a Head of Customer Service Strategy for our Wealth Management Client based in Wiltshire. We are seeking an individual with strong leadership skills, exceptional stakeholder relationship skills to deliver a customer and advisor service strategy and executing the agreed corporate purpose and proposition strategy. This is a broad role and will require the job holder to create, maintain and utilise strong relationships with technology, third party providers, distribution, internal audit, compliance and risk partners.

The Head of Customer Service Strategy Overview:

The Head of Customer Service Strategy is responsible for ownership of a suitable customer and advisor service strategy that evolves over time as accepted standards of customer service improve. They are also responsible for maintaining senior level service related relationships with key financial adviser firms. In addition, the role entails driving a culture of customer service excellence across the Customer Services directorate. A suitable communications framework underpins all aspects of the role.

The Head of Customer Service Strategy purpose:

  • Customer and Advisor service strategy – develop, plan execution of and evolve a suitable customer and advisor service strategy that deploys industry best practice for ongoing service delivery and improvement
  • Adviser Relationships – Work closely with Distribution to establish and maintain excellent service relationships with adviser firms including at operational leadership and senior leader level
  • Culture and conduct – Lead a continuous cultural evolution program across Customer Service with a lead focus on driving a culture of excellence in working practice across all areas
  • Operational Risk – Ensure adopted strategies demonstrate full adherence to applicable regulation and risk management best practice including continuous improvement

The ideal candidate will have:

  • Significant experience in financial services, with full understanding of interactions and interdependencies across all functional groups and stakeholders
  • Credible leader with strong leadership skills, able to demonstrate clear experience leading operations and/or contact centre teams
  • Good experience dealing at a senior level with external firms in a financial services environment
  • Fluent at linking day to day activities to long term strategy with a strong track record of implementing sensible, usable and effective strategic plans and governance frameworks
  • Able to operate as a champion for the impact of culture across customer service areas and beyond into the wider business
  • Outstanding stakeholder management and influencing skills, able to share technical issues with non-expert partners and communicate effectively across all levels of the organisation
  • Strong people management skills

Job Features

Job CategoryCustomer Service, Financial Services
Job type:Permanent, Full-time
Salary:£80,000 per annum

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