Head of Contact Centre & Customer Operations | London, UK

Leeds Building Society; London; Hybrid; GBP 70,000 - 100,000; Full time

Job summary

A leading company in the financial services sector seeks a Head of Contact Centre & Customer Operations to lead significant transformational initiatives. This pivotal role involves overseeing a large team, enhancing customer interactions, and driving efficiencies through technology while promoting a culture of diversity and inclusion. The position offers flexibility and a competitive compensation package, including an annual bonus.

Benefits

Annual bonus up to 20%

Hybrid working (60% remote)

Matched pension contributions up to 10%

30 days holiday plus bank holidays

Colleague mortgage and savings products

Electric vehicle and Cycle to Work schemes

Qualifications

• Extensive senior leadership experience in customer service or contact centre environments.
• Successful leadership through large-scale transformation initiatives.
• Proficiency in utilizing data and technology to enhance efficiencies.

Responsibilities

• Lead the Contact Centre and Customer Support teams comprising approximately 220 FTEs.
• Oversee transformational change associated with core banking platform upgrade.
• Drive customer-centric improvements and maintain excellent customer service.

Skills

Leadership

Customer Service

Strategic Thinking

Relationship Building

Data Utilization

Job description

Head of Contact Centre & Customer Operations

Head of Contact Centre & Customer Operations

Leeds Building Society, London, United Kingdom Apply nowPosted 13 hours ago | Permanent | Competitive

How you'll help us live our purpose

Since 1875, we've helped our members save for their future and buy homes. Joining us, you'll contribute to our mission of making home ownership accessible, generation after generation. This is a pivotal time for our Customer Operations team, with significant investments in technology aimed at transforming customer interactions and outcomes.

How you'll make a difference

Reporting to the Director of Customer Operations and as part of the Senior Leadership team, you will lead the Contact Centre and Customer Support teams, comprising approximately 220 FTEs involved in back-office processing, complaint resolution, and document management. You will oversee the transformational change associated with our core banking platform upgrade, driving customer-centric improvements, efficiencies, and scalability while maintaining excellent customer service. The role offers flexibility to be based in Leeds or Newcastle, with travel between sites as needed.

What will you bring to the role?

• Extensive senior leadership experience in customer service or contact centre environments, preferably within regulated financial services.
• Successful leadership through large-scale transformation initiatives.
• Strong, inspiring leadership with a focus on diversity, inclusion, and high performance.
• Credibility and relationship-building skills across all organizational levels, including senior leadership.
• Strategic thinker with a focus on detail and execution.
• Proficiency in utilizing data and technology to enhance efficiencies while maintaining staff engagement.

And in return, you'll get the best from us:

• Annual bonus up to 20%
• Hybrid working (60% remote)
• Matched pension contributions up to 10%
• 30 days holiday plus bank holidays and a holiday purchase scheme
• Colleague mortgage and savings products
• Electric vehicle and Cycle to Work schemes

We support your development and aim to provide a meaningful career.

Why choose Leeds Building Society?

Our people are at the heart of our success. We are proud of our Gold accreditation as an Inclusive Employer (2023) and our commitment to equal opportunities. Our purpose-driven culture led us to win the Leading with Purpose award in 2023, reflecting our dedication to making home ownership accessible for all.

Why wait? Apply now

We encourage you to apply promptly, as the vacancy may close early. If you're unsure about your fit or need accommodations, please contact us at [e-mail]. We are committed to creating a diverse and inclusive workplace that reflects the communities we serve.

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