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Customer Service Transformation Lead

Bromley Temporary £65,000 - £80,000 per year View Job Description
My Client are looking for a strategic leader to drive their UK Customer Service Transformation as part of their Strategy Execution plan. In this role, you will identify, shape, and lead initiatives that improve how they serve their customers, introducing process, system, and technology changes to boost efficiency and effectiveness.
  • Immediate Start Available
  • Exciting Hands On Transformation Role

About Our Client

My client are within the financial services sector, offering innovative solutions and a focus on improving customer experiences. They aim to deliver exceptional service through a commitment to operational excellence and transformative strategies.

Job Description



  • Develop strategic and annual plans for service transformation with clear benefit cases and secure stakeholder sign-off.


  • Define and report on KPIs to demonstrate business benefits achieved.


  • Prepare progress reports and attend governance meetings in line with our Strategic Execution Delivery framework.


  • Ensure adherence to agreed governance processes by liaising with stakeholders and project teams.


  • Lead and execute the delivery of transformation initiatives, meeting timelines and milestones


  • Implement process, system, and technology changes effectively to improve operational efficiency and customer experience.


  • Collaborate with stakeholders to shape initiatives and secure buy-in.


  • Communicate progress, risks, and achievements clearly to senior leadership and project teams.

The Successful Applicant

A successful Customer Service Transformation Lead should have:

  • Proven experience in shaping and delivering service transformation programmes within customer service environments.
  • Familiarity with the latest technologies and best practices for service efficiency and customer experience.
  • Strong understanding of implementing technological or systems changes (e.g., live chat, AI tools) and when to leverage them.
  • Ability to influence and engage stakeholders at all levels to drive transformation.
  • Skilled in creating business cases that balance cost and expected benefits.
  • Excellent written and verbal communication skills.
  • Experience producing status reports, presentations, and metrics.
  • Highly self-motivated, organised, and able to manage multiple priorities.
  • Strong analytical and critical thinking skills with a problem-solving mindset.
  • Innovative, resilient, and open to challenges.
  • Proficient in MS Office (Word, Excel, PowerPoint, Teams, Outlook).
  • Solid experience in project management and delivery.

What's on Offer

On offer for the successful Customer Service Transformation Lead:

  • Competitive Salary
  • Discretionary Annual Bonus
  • Flexible Start Times
  • 28 days annual holiday plus bank holidays, with the option to purchase additional days.



If you are ready to lead transformative projects and enhance customer service operations as their customer service transformation lead, apply now to join a forward-thinking team in Bromley.

Contact
George Adlington
Quote job ref
JN-012026-6913082
Phone number
+441622604512

Job summary

Job function
Business Support
Subsector
Customer Services
Sector
Financial Services
Location
Bromley
Contract type
Temporary
Consultant name
George Adlington
Consultant phone
+441622604512
Job reference
JN-012026-6913082