Save Job Back to Search Job Description Summary Similar JobsHead of Customer OperationsRegulated Industry / W.YorkshireAbout Our ClientOur Client is an industry leading, well known business across the UK who operate in a heavily regulated environment. To support recent growth they are now looking for a Head of Customer Operations to ensure Service Levels are met and improved up across the Contact Centre functionJob DescriptionDrive service delivery across multiple customer channels, ensuring consistent achievement of service level agreements and operational KPIsEstablish a culture focused on customer outcomes, quality, engagement, and accountabilityDevelop and implement strategies to improve customer satisfaction, first-contact resolution, and overall service effectivenessBuild and maintain strong relationships with key clients, stakeholders, and strategic partnersAct as the senior operational contact for escalated client matters and service reviewsLead a culture of continuous improvement, identifying opportunities to enhance processes, systems, and customer outcomesDeliver operational transformation initiatives using methodologies such as Lean, Six Sigma, or similar frameworksUtilise data, customer feedback, and operational insights to drive performance improvementsLead customer journey mapping exercises to identify pain points, opportunities, and customer experience improvementsEnsure customer-centric principles are embedded throughout operational processes and business change initiativesFoster an inclusive, high-performance culture focused on engagement, development, and accountabilityThe Successful ApplicantA successful Head Of Customer Operations should have:Experience leading customer operations and service delivery within a contact centre settingExperience managing external 3rd party clientsAbility to map and improve customer journeyC-suite stakeholder engagementDesirable:Lean Six Sigma qualification or equivalent.Experience leading digital transformation initiativesWhat's on OfferPermanent Head Of Customer Operations position in West Yorkshire (predominantly site based)Salary of £70,000 to £75,000 dependent on the level of experience.Extensive benefits packageContactZach JohnsonQuote job refJN-102026-7136728Phone number+44 113 243 7708Job summaryJob functionBusiness SupportSubsectorCustomer ServicesSectorBusiness ServicesWhereWest YorkshireContract typePermanentConsultant nameZach JohnsonConsultant phone+44 113 243 7708Job referenceJN-102026-7136728
