Head of Customer Services

2 weeks ago

London, United Kingdom Financial Ombudsman Service Full time

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Head of Customer Services
- Contract: Permanent_
- Working hours: 35_
- Salary: _
- From _
- £86,800_
- Reporting to: _
- Director of Customer Services_
- Location: London Docklands or Coventry_
- O_
- ur permanent hybrid policy sees us all working at least four days across a fortnight in the office._

The role’s primary purpose is to work with the Director of Customer Services to set and deliver the Service’s customer experience strategy to enable us to deliver excellent customer service.

The role is responsible for identifying ways we can improve customer experience. To do this, the role will collaborate across the organisation to improve the customer journey, streamline, and create workflows to manage service complaints, and create a clear framework for resolution and consistency in any redress awarded. This means the role is responsible for the development, continuous improvement and delivery of customer service and the strategic development of operational requirements, process, and technology to deliver key service outcomes for customers across multiple channels.

Key responsibilities
- Setting direction and leading and managing the portfolio of activities relating to your business area, embedding a customer-service culture across the organisation
- Inputting to the development and implementation of the Customer Experience, Knowledge, and Quality improvement plans, including agreeing priorities, and establishing adequate systems for ensuring that appropriate levels of governance and compliance are in place
- Leading Customer and Quality improvements across the organisation through effective management of the frameworks and key stakeholders
- Ensuring all Quality and Knowledge processes, systems, frameworks, and methods are in place, deployed, governed, and continuously improved in line with regulatory and organisation requirements
- Providing expert guidance across the organisation, coaching your own team to ensure Customer Service and Quality is embedded across all related activities
- Providing effective guidance and support to the Customer Services Director, Chief Operating Officer and Ombudsman directors in all Customer Experience, Quality and Knowledge matters
- Ensuring there is overall governance and assurance of Quality performance across the organisation
- Overseeing escalated complaints
- Ensuring customer experience insights are used to drive continuous improvement and that key information is shared to improve our internal processes
- Using insights from internal and external sources as appropriate to inform activity, so we can be sure we’re focused on the right things for our customers
- Ensuring there are independent audit reviews and reporting regarding the efficiency and effectiveness of Customer Experience, Quality and Knowledge practices across the organisation
- Working with our Risk and Internal Audit team for both reporting and insight development purposes
- Owning the relationship with the Independent Assessor, managing their feedback and responding to the annual report
- Embedding a culture of Knowledge and best practice sharing across the organisation
- Playing your part as a Senior Leader to continuously evolve our culture, behaviours, and ability to improve service to our customers
- Ensuring we have a consistent approach to vulnerability and accessibility and work with casework to make sure this is delivered
- To be considered for this role, you’ll need to show us that you’ve got the skills and capabilities. You’ll have to meet the following minimum criteria:_

Minimum Criteria
- Relevant experience of developing, leading, and improving Customer Experience including quality in an operations environment
- Evidence of effective knowledge sharing within a professional services environment
- Strong internal and external stakeholder management skills
- Why Financial Ombudsman Service?_

Our people are the most important part of delivering our purpose. If it wasn’t for their amazing efforts, ideas and commitment we wouldn’t be able to make a difference that we do today. So, we offer an attractive, competitive salary and flexible benefits to suit them.

Here’s a list of some of the many benefits and perks you can get for working with us:

- 25 days holiday entitlement, with the option to buy extra or sell days
- Generous pension
- Employer provided benefits such as Private medical insurance, virtual GP, Critical illness cover, Life assurance cover, to name a few
- Choice of voluntary benefits including Technology scheme, Cycle to work scheme, Will-writing service amongst others
- Employee Assistance Programme
- Extensive opportunities for personal and career development
- Fully equipped on-site gym open 24 / 7 (London office only)
- Extensive Well-being resources including on-site therapists (London office only)
- Beautiful an

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