Head of Customer Service

Robert Half Careers; Greater London; On-site; GBP 150,000 - 200,000; Full time

Job summary

A rapidly growing FinTech firm in Greater London is seeking a Head of Customer Service to lead its customer service team across the UK and Europe. The ideal candidate will have proven experience in scaling customer service operations, a strong track record with KPIs, and leadership skills. This role offers a competitive salary and performance bonuses, alongside benefits like private medical insurance and enhanced parental leave.

Benefits

Competitive salary

Performance bonus

Private medical & dental insurance

Enhanced parental leave

Modern Central London office

Qualifications

• Proven experience leading and scaling Customer Service teams in FinTech or banking/lending.
• Track record managing KPIs, SLAs, and service excellence.
• Strong communication and leadership skills needed.

Responsibilities

• Lead customer service team to enhance merchant experiences across various channels.
• Own service strategy and performance management.
• Work closely with Product, Operations, and Compliance teams.

Skills

Customer Service leadership

KPI management

Analytical skills

Strong communication skills

Job description

Head of Customer Service - FinTech Scale-Up

Are you an experienced Customer Service leader looking to make your mark in one of Europe's fastest-growing FinTechs? This rapidly expanding, award-winning company is seeking a Head of Customer Service to lead and scale its multi-market operations across the UK and Europe.

About the Company

This FinTech is transforming the embedded finance space, partnering with leading global e-commerce and payment platforms. Backed by a major private equity firm, the business has achieved over 100% YoY growth since 2020 and continues to expand globally.

The Role

You will lead an established customer service team to deliver exceptional merchant experiences across phone, email, and live chat. You'll own service strategy, performance management, and process optimisation, working closely with Product, Operations, and Compliance teams to drive continuous improvement.

About You

• Proven experience leading and scaling Customer Service teams in FinTech or banking / lending.
• Track record managing KPIs, SLAs, and service excellence.
• Strong communication and leadership skills.
• Analytical, proactive, and comfortable in a fast-paced, growth-driven setting.

What's on Offer

• Competitive salary + performance bonus
• Private medical & dental insurance
• Enhanced parental leave
• Modern Central London office