Head of Customer Service Operations (Blue Chip Co!)

Job Title: Head of Customer Service Operations (Blue Chip Co!)
Job Reference: TL/HQ00052828

Location: Cardiff
Job Type: Permanent

£80000 - £98000 per annum, Benefits: Car Allwoance, Up to 55% Bonus, 15% Pension, 38 days holiday
Sector: Call Centre & Customer Service

Posted 6 days ago

Head of Customer Service Operations, Up to £87,000 Base + 12% Car Allowance = £98,000 per annum + up to 55% Bonus, 15% Pension, 38 Days Holiday, Cardiff Based, Strong Blue Chip Organisation.

Background on the role:

As Head of Operations for our clients Customer Service Team you will take responsibility for all customer contact, and business transformation for the division. The role of Head of Operations has specific responsibility to lead the end to end service proposition delivering first class customer service solutions to new and existing customers and corporate clients.

The role holder will be required to develop and implement a strategic pathway towards service innovation and digital servicing where outcomes will include enhancing customer engagement and education, increased administration capability, robust service management of corporate business partners, improved accuracy, speed and efficiency.

The role holder will be highly motivated, with a career formed in a services industry. The Head of Operations will bring a proven management track record  in operational management, internal and external stakeholder management plus leading and delivering outstanding customer service though sizeable teams.

Principal Accountabilities with include:

Operational Performance - lead the delivery of the Individual and ‘Deals’ service propositions within the business to develop and maintain integrated servicing costs models that will enable improvements to operational efficiency and unit costs thereby contributing to the overall financial success of the group.

Operational Delivery – to deliver the service experience through resilient and efficient end to end processes, ensuring key performance indicators are met, whilst constantly seeking to raise service performance through benchmarking against internal and external industry standards and measures.

Service Management – lead, direct and govern the annuity payroll function to customers ensuring payment commitments meet key service levels and payment dates and the relationship of an outsourced payroll supplier of a service critical to the service proposition is managed with the terms of the service contract.   

Business Strategy – shape the development of the overall strategy for the service proposition to meet the needs of customers and key stakeholders, seeking synergies with other Business units within the group, as well as defining and scoping responses to emerging issues and opportunities.

Leadership – to motivate, develop and lead all Service Managers and through them train and motivate all staff to maximise their potential and to maintain a consistent and affordable end-to-end quality of service.

Strategy - shape the development of the overall strategy for the Payroll proposition to meet the needs of customers and key stakeholders, establishing and extending our clients service offering as a differentiator in enhancing competitive position, its reputation and its ability to secure new customers and partners.

People Leadership - take the lead in all matters with regard to the management of employees, ensuring that management discretion is used in a consistent manner and that the area follows the Group’s policies and procedures.

Collaboration - to establish and maintain good working relationships, at appropriate levels, with internal and external customers and suppliers thereby maximising the effective operation.

Ideal Background Required:

Detailed understanding of customer services operations and procedures

Detailed knowledge and contribution to business objectives, sound judgement, strong commercial acumen and a commitment to continuous improvements

Thorough understanding of policies and able to provide direction to managers and teams.

Able to identify and address issues and risks, encourage teams to adhere to and report any risk to health and safety within their area

Strong Business Awareness

Ability to review data, identify trends and mitigate risk by recommending improvements

Understand business drivers and ensure appropriate monitoring and measurement through M.I. provision and review

To be able to communicate verbally in an effective, clear and professional manner.

Demonstrates an enthusiastic and positive approach.

Able to participate in meetings, and influence outcomes as appropriate.

Problem Solving and Decision Making

Able to handle queries on all aspects of complex processes and procedures

Confident to make decisions within their own authority/responsibility.

Demonstrates time management skills, setting realistic timescales and adhering to deadlines.

Provide direction, support and encouragement to the team, leading by example.

Be an advocate for strategic and process change and improvement.

Manage individual expectations and individual output.

Communicate and influence in an open and consistent manner, taking note and adapting to the needs of the specific audience.

This is a great opportunity to join a growing and well respected FTSE 250 organisation that really values its employees



Trevor  Lee


Trevor Lee

Managing Director

Having been in recruitment for 15 years, in 2006 I decided to form Jenrick Commercial (a new division of The Jenrick Group) and I have to say, it’s been one hell of a ride. Recruitment has changed drastically over the last 15 years, however, I’ve learnt that if you keep things simple, work hard, be honest and really understand your clients and candidates then you will do well.

My loves in life are my wife (Miriam) and my son (Toron). I’ve been married for nearly 20 years, so I was snapped up early (my wife clearly has good taste – or at least I like to think so!).

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