At a Glance
- Tasks: Lead and transform customer operations for a multi-brand organisation, ensuring top-notch experiences.
- Company: Join Wilmington Plc, a leader in data and insights across Governance, Risk and Compliance markets.
- Benefits: Enjoy 30 days annual leave, hybrid working, performance bonuses, and wellness resources.
- Other info: Be part of the Executive Leadership Team and drive impactful organisational change.
- Why this job: Shape the future of customer experience and leave a lasting legacy in a dynamic environment.
- Qualifications: Proven experience in centralised operations and strong stakeholder management skills required.
The predicted salary is between 60000 - 70089 £ per year.
Location: Hybrid, with regular travel to London, Birmingham, Leicester offices.
Salary: £120,000 + per annum, DOE + Excellent Benefits!
Contract Type: Permanent, Full time.
Benefits:
- 30 Days Annual Leave
- Additional Holiday Purchase
- Hybrid Working
- Performance-Related Bonus
- Life Assurance
- Vitality Private Healthcare
- Subsidised Gym Memberships
- Cycle to Work Scheme
- Discount Vouchers
- Access to Wellbeing Resources
Why Do We Want You:
Are you a strategic operations or service leader who thrives on transforming complexity into world‑class customer experiences? This is a rare opportunity to step into a high‑impact, executive‑level role where you will define and lead a newly shaped, centralised Operations and Services function across a multi‑brand, high‑growth organisation. As Customer Operations and Services Director, you will bring together people, processes and technology to create a consistent, scalable, and commercially driven customer experience across all brands and business units. You will also be part of the Executive Leadership Team (ELT), playing a critical role in shaping the future of Wilmington Plc. This is more than a leadership role; it is a chance to build, influence and leave a lasting legacy across a complex, evolving organisation.
Job Purpose, Tasks and Responsibilities:
- Shaping and leading a centralised Operations and Services function, ensuring clear ownership, efficient processes, and seamless collaboration across brands.
- Designing a scalable operating model and delivering against budgets.
- Setting and managing SLAs and KPIs, using data to drive performance, insight, and continuous improvement.
- Overseeing day‑to‑day operations to ensure a consistent, high‑quality customer experience.
- Leading the Operations technology landscape, working with senior tech stakeholders to drive optimisation and innovation.
- Building and inspiring a high‑performing leadership team, fostering a culture of collaboration, engagement, and continuous improvement.
- Driving organisational change, including talent development, succession planning, and effective people strategies.
- Acting as a trusted partner to senior stakeholders, embedding a strong commercial mindset and building impactful internal and external relationships.
What Is the Best Thing About This Role:
You won’t just lead Operations; you’ll reimagine how it works. From building a best‑in‑class function to influencing business‑wide strategy, this role puts you at the heart of shaping the future of customer experience across a dynamic multi‑brand organisation.
What Is the Most Challenging Thing About This Role:
Evolving a recently centralised operating model into a high‑performing central function requires vision, resilience, and exceptional change leadership. Balancing strategic priorities with hands‑on delivery in a complex, evolving environment will challenge and reward you in equal measure.
What We’re Looking For:
- Proven experience creating or evolving a centralised (or quasi‑centralised) operating model from a decentralised structure.
- Strong track record in setting and delivering operational strategy, including SLAs and KPIs.
- The ability to operate at a strategic level while remaining hands‑on and delivery‑focused.
- Exceptional stakeholder management and relationship‑building skills.
- Strong data literacy with the ability to translate insights into compelling strategic actions.
- Highly developed communication and influencing skills across all levels of seniority.
- Experience leading through organisational change and managing complex team structures.
- A passion for building high‑performing teams and embedding a culture of continuous improvement.
- Experience implementing systems and standardising processes to harness automation and efficiency.
Desired Experience:
- Experience working in multi‑brand or matrixed organisations.
- A background in customer success or professional services.
- Experience leading automation, transformation, or large‑scale operational change programmes.
We know it is not a skill, but the successful candidate must have permission to work in the role’s location by the start of their employment.
About Us:
You will be joining Wilmington Plc, a leading provider of data, insights, and education across Governance, Risk and Compliance (GRC) markets. This role operates at a group level, supporting multiple brands within the Wilmington portfolio.
Our Commitment to Inclusion:
At Wilmington Plc, we celebrate individuality and are committed to fostering an inclusive workplace. As a Disability Confident employer, we shortlist all applicants who meet the essential role criteria and guarantee an interview for candidates with disabilities who meet these criteria. For reasonable adjustments or to apply under our interview guarantee scheme, please use the contact details provided once you have clicked apply!
Director of Customer Operations and Services in London employer: Broughton Group
Wilmington Plc is an exceptional employer that offers a dynamic and inclusive work environment, where you can thrive as the Director of Customer Operations and Services. With a strong focus on employee growth, you will have access to extensive benefits including 30 days of annual leave, hybrid working options, and opportunities for professional development while being part of a high-impact executive team that shapes the future of customer experience across multiple brands. The company's commitment to fostering a culture of collaboration and continuous improvement ensures that your contributions will be valued and impactful.
StudySmarter Expert Advice🤫
We think this is how you could land Director of Customer Operations and Services in London
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Broughton Group. Check out their social media, read reviews on sites like Glassdoor, and see how they engage with customers. It'll give you clues on their values and help tailor your conversation during interviews.
✨Join Customer Support Communities
Dive into online communities like those on Reddit or LinkedIn where customer support pros hang out. Participating in discussions or asking questions can make you more visible to potential recruiters and help you learn about job openings at companies like Broughton Group before they even post them.
✨Attend Job Fairs or Networking Events
Look out for local job fairs or events specifically for customer support roles. This is your chance to meet hiring managers face-to-face, and you might even get the opportunity to interview on the spot!
✨Show Off Your Skills with Customer Interactions
In the customer support world, showcasing your communication skills is key. Consider creating a short video introducing yourself or even doing a mock call to showcase your abilities. It's a memorable way to stand out, especially if you can share this during your interview process!
We think you need these skills to ace Director of Customer Operations and Services in London
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear communication is key. Make sure your CV highlights any experience you've had in customer-facing roles and your ability to resolve issues. Don't shy away from including specific examples of how you've gone above and beyond to help customers – this really shows your potential in the role.
Tailor Your Cover Letter to Broughton Group:Your cover letter is your chance to shine! Tell us why you want to work at Broughton Group specifically. Mention any unique aspects of our company that resonate with you and how your skills can enhance our customer support. This personal touch will set your application apart from the rest!
Highlight Any Relevant Tools or Tech Skills:If you've used customer support software like Zendesk or Freshdesk or have experience with CRM systems, make sure to mention these in your application. Being familiar with industry-standard tools can be a big plus for us when we’re reviewing applications, as it shows you can hit the ground running!
Demonstrate Your Problem-Solving Skills:Customer support roles often require a knack for problem-solving. In your application, share examples of past experiences where you've tackled tough situations or resolved conflicts effectively. This will give us a good sense of how you handle challenges—an essential skill for success at Broughton Group!
How to prepare for a job interview at Broughton Group
✨Show Off Your People Skills
In customer support, it's all about communicating effectively. Prepare to share instances from your past experiences where you handled difficult customers or resolved conflicts. We want to hear how you empathised and found the best solutions, so think of specific examples to back up your stories!
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like Zendesk or Freshdesk, and make sure to review how you’ve used any similar systems in the past. During the interview, being able to discuss your hands-on experience with software or ticketing systems can really set you apart from the competition, so don’t skip this prep!
✨Show Genuine Enthusiasm
As this is a full-time role, employers want someone who isn’t just looking for any job, but wants to grow within customer support. Make sure to express your enthusiasm for helping customers and your desire to develop your skills. Show them why you're passionate about this field!
✨Practice Common Scenarios
Be prepared for role-playing scenarios where you might have to reassess a solution with a frustrated customer or explain a complex process in simple terms. Practising these common scenarios can help us feel more confident and demonstrate our practical skills effectively during the interview.
