Director of Customer Service

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Director of Customer Service
- Could you be our next Director of Customer Service?_
- Contract: Permanent_
- Working hours: _Our permanent hybrid policy will see us all working at least four days in the office across the fortnight.
- Salary: circa £130,000_
- Reporting to: Chief Operating Officer_

London docklands and an office in Coventry

As demands upon us have grown ever more complex, we now need a far stronger centralised Customer Service function. Working closely with Casework directorates, this director level role will report into our Chief Operating Officer and will crucially lead and evolve our Customer Experience and Quality strategies.

The Director of Customer Service will have oversight for our operational customer contact functions as well as our Customer Experience, Quality and Knowledge teams and will be accountable for enabling high quality casework and driving improved customer service.

Working with our Executive Board, the Director of Customer Service will use customer data to ensure we keep our service promises by using insight to understand and improve the speed and quality of the customer journey and outcomes. They will work with the Independent Assessor to implement any feedback from the annual report and will develop and lead on all strategies and frameworks relating to customer service and overall quality.

Key responsibilities
- Producing the Customer Service narrative, internally and externally, regarding our performance which will include Board pack contributions
- Development and implementation of the Customer Experience, and Quality strategies including agreeing priorities and establishing adequate systems for ensuring that appropriate levels of governance and compliance are in place
- Embedding a customer service culture across the organisation
- Developing and ensuring that insight informs activity so we can be sure we are focused on the right things for our customers. Sharing key information across the organisation to help drive this
- Representing the Ombudsman as the prime point of contact for all Customer experience, matters both internally and externally with key stakeholders and regulatory bodies
- Providing effective leadership guidance and support to the executive and board of directors
- Ensuring there are independent audit reviews and reporting regarding the efficiency and effectiveness of Customer Experience, Quality and Knowledge practices across the organisation
- Playing your part as a director to continuously evolve our culture, behaviours, and ability to improve service to our customers
- 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
- Proven, relevant experience of developing strategy, leading and improving Customer Experience and overall service in an operations environment
- Demonstrable ability for organisational improvement and a passion for achieving excellent customer satisfaction, with tangible results to talk about
- From previous senior leadership roles, you will be able to demonstrate ability to:

- work effectively at Executive and Senior management level
- lead, motivate and develop a team, bringing vision to life
- empower with accountability
- be an excellent communicator - making sound and rational arguments, adapted to the audience as necessary
- proactively manage key stakeholders with competing priorities
- be resilient in the face of adversity
- lead and solve organisation problems through proven problem-solving

Desirable Criteria

We would also like you to have the following skills:

- Knowledge of the financial sector and the regulatory context would be desirable
- 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 and bright London office looking over the Thames and near to mainline stations
- Our Coventry office is 2 minutes’ walk from the