Head of Service Performance & Client Experience

Fidelity International; Bristol; Hybrid; GBP 125,000 - 150,000; Full time

Job summary

A leading financial services firm is seeking a Head of Service Performance Support for its Client Services team. In this role, you will oversee client service capacities and lead initiatives to enhance customer experience across multiple regions. Ideal candidates will have strong leadership experience in service environments and be adept at managing change. Responsibilities include recruitment, risk management, and performance monitoring within a client-centric culture. This position offers a permanent contract along with a comprehensive benefits package.

Benefits

Comprehensive benefits package

Flexible working arrangements

Qualifications

• Proven track record in leading and managing service teams.
• Understanding of the Contact Centre industry preferred.
• Experience in a fast-paced environment is essential.

Responsibilities

• Oversee Client Services capacity and capabilities.
• Develop and maintain recruitment and onboarding processes.
• Conduct monthly budget and capacity reviews.
• Promote a high performance, client-centric culture within teams.

Skills

Service passion

Leading service teams

Contact Centre industry knowledge

Strategic development

Financial data interpretation

Agile change management

Outstanding influencing skills

Job description

A leading financial services firm is seeking a Head of Service Performance Support for its Client Services team. In this role, you will oversee client service capacities and lead initiatives to enhance customer experience across multiple regions. Ideal candidates will have strong leadership experience in service environments and be adept at managing change. Responsibilities include recruitment, risk management, and performance monitoring within a client-centric culture. This position offers a permanent contract along with a comprehensive benefits package.