Head of Customer Service

🏡🏢This is a Hybrid role working 3 days a week from our Cardiff office. 

What You’ll Be Doing ✨
As our Head of Customer Services, you’ll lead our Cardiff-based contact centre, supporting customers in the UK and US. You’ll make sure every interaction is seamless, every customer feels valued, and every teammate has the tools they need to do their best work.

• Lead and grow a high-performing team - coaching, supporting, and developing people to reach their potential.
• Create a culture where everyone feels connected, recognised, and motivated to do their best work.
• Drive improvements across customer service by using data, feedback, and technology to make things better and faster.
• Use insights to spot what’s working (and what’s not) and turn that into action.
• Set and track key performance goals to keep the team focused and on target.
• Simplify and standardise how we work, so customers get a consistent, top-quality experience.
• Work closely with teams across the business to make sure our customers get the right support, every time.
• Shape the future of our customer operations using customer feedback and data to guide decisions.

We’re Looking For ✨

• An experienced leader who knows what great customer service looks like — especially in financial services.
• A confident communicator who builds trust and gets the best out of people.
• Someone who’s led large, fast-paced teams and thrives in a dynamic environment.
• A problem-solver who uses data and insight to make smart, evidence-based decisions.
• Adaptable, pragmatic, and ready to roll up your sleeves when needed.

Must Have

• Senior leadership experience in a financial services contact centre.
• Proven success leading transformation and scaling operations.
• A balance of big-picture strategy and operational know-how.
• Strong analytical skills - able to build and use MI to run a world-class operation.
• A hands-on, resilient leader who inspires accountability and continuous improvement.

Diversity & Inclusion 🌈
We welcome, consider, and encourage applications from anyone who shares our commitment to inclusivity. Join us in creating a space where authenticity thrives, and everyone can do their best work.

Great Work Deserves Great Perks
We try not to take ourselves too seriously (all the time) so we make sure our office is decked out with a pool table, arcade machine, beer tap, and a couple of office dogs thrown in for good measure. Check out our benefits:

🏥 Private Healthcare including dental and optician services through Vitality
✈️ Worldwide travel insurance through Vitality
🎁 Anniversary Rewards (£250, £500, £750, 4-week fully paid sabbatical)
👛 Salary Sacrifice Pension Scheme up to 7% match
🏖️ 28 days holiday (plus bank holidays)
📖 Annual Learning and Wellbeing Budget
👪 Enhanced Parental Leave
🚲 Cycle to Work Scheme
🚂 Season Ticket Loan
💬 6 free therapy sessions per year
🐶 Dog Friendly Offices
🍫 Free drinks and snacks in our offices

Check out more of our benefits, values, and mission here.

Interview Process 🤝

• First stage: 30 minute intro and values call with Talent Partner (Video call)
• Second stage: 45 minute experience and technical overview with Customer Operations Director  (In person)
• Third Stage: 45 minute leadership fit with Lead People Partner and a peer (In person)
• Final stage: 30 minute overall fit with a member of the c-suite (Google Meet)