Head of Customer Service

JR United Kingdom; Broughton; On-site; GBP 60,000 - 85,000; Full time

Job summary

A leading company is seeking a Head of Voice to lead its Customer Service Centre. This role involves ensuring high-quality customer outcomes, inspiring teams, and driving service improvements within a regulatory framework. Ideal candidates will have extensive leadership in contact centres and strong operational skills.

Benefits

33 days including Bank Holidays

Eligibility for an annual discretionary bonus

Opportunities for personal and career development

Access to Perks at Work for discounts on goods and services

Cycle to Work Scheme

Interest-free Season Ticket loans

Wellbeing programmes

Contributory pension scheme with company match

Qualifications

• Extensive leadership experience in large-scale contact centres, preferably in financial services.
• Understanding of technology’s role in operations.
• Experience in contact centre transformation and digitisation.

Responsibilities

• Ensuring service delivery complies with contractual, regulatory, and legal standards.
• Leading customer service processes to meet quality and performance expectations.
• Managing stakeholder relationships within governance frameworks.

Skills

Leadership

Operational Planning

Data-driven Decision-making

Process Improvements

Job description

Social network you want to login/join with:

Diligenta - a subsidiary of Tata Consultancy Services

Location:

broughton, United Kingdom

Job Category:

Other

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EU work permit required:

Yes

Job Views:

2

Posted:

26.06.2025

Expiry Date:

10.08.2025

Job Description:

Who are Diligenta?

Diligenta's vision is to be acknowledged as a Best-in-class Platform-based Life and Pensions Administration Service provider. Customer service is at the heart of everything we do, and our aim is to transform our clients' operations. A business that has been described as ‘home’ by existing employees, we drive a culture founded on positive change and development.

Summary of the role

We are seeking a Head of Voice to lead the Voice Customer Service Centre at Diligenta. In this role, you will ensure high-quality customer outcomes across the LBG UK Account, meeting contractual SLAs and regulatory standards.

You will inspire and empower teams to deliver exceptional customer experiences, nurture future leaders, and build strong relationships with the client to support growth and satisfaction.

• 33 days including Bank Holidays
• Eligibility for an annual discretionary bonus
• Opportunities for personal and career development within the company and Tata Consultancy Services
• Access to Perks at Work for discounts on goods and services
• Cycle to Work Scheme & Interest-free Season Ticket loans
• Wellbeing programmes, including Employee Assistance and other support resources
• Policies supporting work-life balance, such as Carer’s Leave, Foster Leave, and Retirement Leave
• Contributory pension scheme with company match up to 6%, Group Life Assurance, and Income Protection

What you’ll be doing

• Ensuring service delivery complies with contractual, regulatory, and legal standards (FCA, SM&CR, AML, DPA, TCF)
• Leading customer service processes to meet quality and performance expectations
• Sponsoring strategic programmes and identifying growth opportunities with clients
• Building client partnerships and driving service improvements and efficiencies
• Managing stakeholder relationships within governance frameworks
• Coordinating with internal teams (IT, Change, HR, Risk) for smooth operations
• Developing and coaching team members, ensuring governance and risk management
• Optimising resource management and performance

What we’re looking for

• Extensive leadership experience in large-scale contact centres, preferably in financial services
• Understanding of technology’s role in operations, with experience managing multidisciplinary teams in regulated environments
• Proven operational planning, P&L, and revenue management skills
• Expertise in workflow, people, and process management for high efficiency
• Knowledge of financial products (desirable but not essential)
• Data-driven decision-making and analytical skills
• Experience delivering high service levels and managing costs through process improvements
• Experience in contact centre transformation and digitisation

If you need assistance or adjustments during the recruitment process due to health, disability, or other reasons, please let us know.

Ready to take the next step in your career? Apply today and join our innovative team.