Head of Customer Operations

Overview

Role: Head of Customer Operations
Location: Remote, with travel twice per week
Salary: up to £100,000

Responsibilities

• As a senior leader you will be responsible for leading and scaling the core operational delivery teams
• You will ensure these critical functions operate with accuracy, efficiency, and compliance, while building the operational capability to support the organisations long-term growth
• You will design and execute a future-proof operating model that delivers exceptional customer value, supports rapid growth, and ensures operational excellence
• You will be responsible for leading and developing operational teams, setting direction, driving accountability, developing strong people leaders, and fostering a high-performance, inclusive culture
• Allocate capacity effectively to deliver on service outcomes, balance demand and risk, and partner on forecasts and talent planning while ensuring day-to-day resilience
• Drive process improvements and automation initiatives, including leveraging on AI enablement, that reduce complexity, strengthen controls, and scale operations sustainably
• Use data and insights to improve performance: define SLAs and KPIs, track results, and generate insights that reduce avoidable contact and improve operational effectiveness

Who you are

• A strategic operator who balances long-term vision with day-to-day execution and has a clear bias for action
• A proven people leader who develops strong managers and builds high-performing, inclusive teams
• Customer-focused and commercially minded, ensuring improvements enhance trust and deliver measurable value
• Analytical and data-driven, using insights to guide decisions and drive continuous improvement
• An influential communicator who secures alignment across senior stakeholders

Experience and Skills

• Proven leadership of large-scale operational functions, ideally including regulated environments such as financial services, pensions, or AML
• Strong people leadership experience, with a track record of developing managers and building resilient, high-performing teams
• Expertise in operational excellence and continuous improvement, including process redesign, automation, and methodologies such as Lean or Six Sigma
• Skilled in using data and performance metrics (SLAs/KPIs) to drive accountability, efficiency, and service quality

Robert Walters Operations Limited is an employment business and employment agency and welcomes applications from all candidates

About the job

Contract Type: Permanent

Specialism: Business Support

Focus: Customer Service

Industry: Call Centre and Customer Service

Workplace Type: Remote

Experience Level: Senior Management

Location: Milton Keynes

Salary: £90,000 - £100,000 per annum

Job Reference: FDSQET-AE5E52E6

Date posted: 19 December 2025

Consultant: Dawn May