Head of Customer Support – Care

Jobtailor; Greater London; On-site; GBP 85,000 - 110,000; Full time

Job summary

Jobtailor is seeking a Lead Support, Care and Training & Onboarding leader in the Greater London area to steer the customer experience strategy and team development. You will set direction for support and care, drive onboarding and capability programs, and lead cross-functional collaboration to improve service delivery.

You will deploy resources to meet demand, harness data and AI to streamline processes, and maintain rigorous risk and compliance oversight while prioritising vulnerable customers

Qualifications

• Proven track record leading customer support functions that deliver outstanding customer experiences.
• Experience in financial services or another regulated environment.
• Strong people and operational leadership experience across customer support or customer operations.
• Experience developing managers and building resilient, high-performing teams.
• Experience deploying resources effectively to meet customer demand and service expectations.
• Experience designing and evolving customer service operating models.
• Experience driving continuous improvement, including process redesign, automation and effective use of AI.
• Skilled in using data and performance metrics to drive accountability, service quality, productivity and efficiency.
• Experience improving training, onboarding and capability development.
• Experience leading or overseeing Customer Care, including complaints, vulnerable customers and complex customer needs.

Responsibilities

• Lead Support, Care and Training & Onboarding teams, setting direction and leadership development.
• Build and deliver a 12 to 18 month Support & Care strategy with clear priorities and measurable outcomes.
• Deploy people and capacity effectively to meet customer demand and service expectations.
• Own customer outcomes across everyday service, complaints, vulnerable customers, bereavements and complex needs.
• Transform onboarding, training and capability development using data, technology and new approaches.
• Use data, AI and automation to simplify work, reduce avoidable contact, improve service speed and increase productivity.
• Maintain oversight of customer and operational risk, compliance standards and controls.
• Collaborate with Product, Engineering, Compliance and other teams to improve end-to-end customer experience.
• Ensure customer insight drives improvements across the wider business.

Skills

Customer leadership

Operational leadership

Data-driven decisions

Process redesign

Automation & AI

Stakeholder influence

Job description

• Lead Support, Care and Training & Onboarding teams, setting direction, accountability and leadership development
• Build and deliver a 12 to 18 month Support & Care strategy with clear priorities and measurable outcomes
• Deploy people and capacity effectively to meet customer demand and service expectations
• Own customer outcomes across everyday service, complaints, vulnerable customers, bereavements and complex needs
• Transform onboarding, training and capability development using data, technology and new approaches
• Use data, AI and automation to simplify work, reduce avoidable contact, improve service speed and increase productivity
• Maintain oversight of customer and operational risk, compliance standards and controls
• Advocate for customers and collaborate with Product, Engineering, Compliance and other teams to improve the end-to-end customer experience
• Ensure customer insight drives improvements across the wider business

Requirements

• Proven track record leading customer support functions that deliver outstanding customer experiences
• Experience in financial services or another regulated environment
• Strong people and operational leadership experience across customer support or customer operations
• Experience developing managers and building resilient, high-performing teams
• Experience deploying resources effectively to meet customer demand and service expectations
• Experience designing and evolving customer service operating models
• Experience driving continuous improvement, including process redesign, automation and effective use of AI
• Skilled in using data and performance metrics to drive accountability, service quality, productivity and efficiency
• Experience improving training, onboarding and capability development
• Experience leading or overseeing Customer Care, including complaints, vulnerable customers and complex customer needs
• Sound judgement in managing customer and operational risk, compliance obligations and escalation
• Strategic operational mindset balancing long‑term vision with day‑to‑day execution
• Customer‑focused, commercially minded, analytical, data‑driven, resilient, pragmatic and collaborative
• Ability to develop strong managers, build inclusive high‑performing teams and influence senior stakeholders

Core Competencies

Demonstrates strong leadership in customer support functions, focusing on developing high‑performing teams and driving continuous improvement through data‑driven strategies and operational excellence. Skilled in managing customer outcomes and compliance within regulated environments, ensuring a customer‑centric approach to service delivery.

Highest-signal resume keywords

• Customer Support Leadership
• Operational Leadership
• Continuous Improvement
• Data-Driven Decision Making
• Training and Onboarding Development

ATS Optimization Keywords

Hard Skills

• Customer Service Operating Models
• Process Redesign
• Automation
• AI Utilization
• Performance Metrics Analysis
• Resource Deployment
• Risk Management
• Compliance Standards
• Customer Experience Improvement
• Strategic Operational Mindset

Soft Skills

• Collaborative
• Analytical
• Resilient
• Commercially Minded
• Pragmatic

Industry Keywords

• Financial Services
• Regulated Environment
• Customer Care
• Vulnerable Customers
• Complex Customer Needs