Cardiff-Based Head of Customer Experience & Ops

Capital on Tap; Cardiff; On-site; GBP 60,000 - 80,000; Full time

Job summary

A leading financial services company in Cardiff is seeking a Head of Customer Services to lead its contact centre. In this hybrid role, you will ensure an exceptional customer experience for clients in the UK and US. Candidates must have senior leadership experience in a contact centre, proven transformation success, and strong analytical skills. The role offers a dynamic work environment and significant opportunities for impact.

Benefits

Private Healthcare

Worldwide travel insurance

Salary Sacrifice Pension Scheme

28 days holiday

Annual Learning and Wellbeing Budget

Enhanced Parental Leave

Cycle to Work Scheme

Dog Friendly Offices

Free drinks and snacks

Qualifications

• Senior leadership experience in a financial services contact centre.
• Proven success leading transformation and scaling operations.
• Strong analytical skills to build and use MI.

Responsibilities

• Lead and grow a high-performing contact centre team.
• Drive improvements across customer service using data.
• Ensure seamless customer interactions for UK and US clients.

Skills

Leadership

Analytical skills

Customer service

Problem-solving

Job description

A leading financial services company in Cardiff is seeking a Head of Customer Services to lead its contact centre. In this hybrid role, you will ensure an exceptional customer experience for clients in the UK and US. Candidates must have senior leadership experience in a contact centre, proven transformation success, and strong analytical skills. The role offers a dynamic work environment and significant opportunities for impact.