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For Companies At a Glance
- Tasks: Lead customer service transformation initiatives and improve efficiency through innovative technology.
- Company: Join a forward-thinking company dedicated to enhancing customer experiences.
- Benefits: Competitive salary, annual bonus, flexible hours, and generous holiday leave.
- Why this job: Make a real impact on customer service while developing your leadership skills.
- Qualifications: Experience in service transformation and strong communication skills required.
- Other info: Dynamic role with opportunities for growth and collaboration across teams.
The predicted salary is between 48000 - 64000 £ per year.
Join us in shaping the future of customer service. We are looking for a strategic leader to drive our UK Customer Service Transformation as part of our Strategy Execution plan. In this role, you will identify, shape, and lead initiatives that improve how we serve our customers, introducing process, system, and technology changes to boost efficiency and effectiveness. You will set clear strategic plans with defined milestones, lead delivery, and collaborate with stakeholders across the business. Success means delivering measurable improvements in customer self-service, leveraging new technologies, enhancing quality, and using data insights to optimize operations.
Key Responsibilities
- Strategic Planning Governance
- 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.
- Delivery Execution
- 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.
- Stakeholder Engagement Communication
- Collaborate with stakeholders to shape initiatives and secure buy-in.
- Communicate progress, risks, and achievements clearly to senior leadership and project teams.
What We’re Looking For
- 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, speech analytics, 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.
Why Join Us?
- Competitive Salary Up to 80,000 per annum, based on experience and skills.
- Discretionary Annual Bonus Rewarded based on your performance and company success.
- Flexible Start Times Supporting your work-life balance.
- Generous Leave 28 days annual holiday plus.
Customer Service Transformation Lead in England employer: Foresters Financial
Contact Detail:
Foresters Financial Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Customer Service Transformation Lead in England
✨Tip Number 1
Network like a pro! Reach out to people in your industry on LinkedIn or at events. A friendly chat can lead to opportunities that aren’t even advertised yet.
✨Tip Number 2
Prepare for interviews by researching the company and its culture. Tailor your answers to show how your experience aligns with their goals, especially around customer service transformation.
✨Tip Number 3
Showcase your skills through real-life examples. When discussing your experience, highlight specific projects where you’ve driven change or improved processes in customer service.
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure your application gets seen by the right people. Plus, we love seeing candidates who are proactive!
We think you need these skills to ace Customer Service Transformation Lead in England
Some tips for your application 🫡
Tailor Your Application: Make sure to customise your CV and cover letter to highlight your experience in service transformation. We want to see how your skills align with our goals, so don’t hold back on showcasing relevant projects you've led!
Showcase Your Achievements: When detailing your past roles, focus on measurable outcomes. Use data to illustrate how you’ve improved customer service or operational efficiency. We love numbers that tell a story about your impact!
Be Clear and Concise: Keep your writing straightforward and to the point. We appreciate clarity, especially when it comes to complex topics like strategic planning and stakeholder engagement. Avoid jargon unless it’s necessary!
Apply Through Our Website: We encourage you to submit your application directly through our website. It’s the best way for us to receive your details and ensures you’re considered for the role. Plus, it shows you’re keen to join our team!
How to prepare for a job interview at Foresters Financial
✨Know Your Transformation Strategies
Before the interview, brush up on the latest trends in customer service transformation. Be ready to discuss specific strategies you've implemented in the past and how they improved customer experience. This shows you’re not just familiar with the role but also passionate about driving change.
✨Master the Metrics
Understand key performance indicators (KPIs) relevant to customer service. Be prepared to talk about how you've used data insights to optimise operations in previous roles. This will demonstrate your analytical skills and ability to deliver measurable improvements.
✨Engage Stakeholders Effectively
Think of examples where you've successfully engaged stakeholders at various levels. Highlight your communication skills and how you secured buy-in for transformation initiatives. This is crucial for a role that requires collaboration across the business.
✨Showcase Your Tech Savvy
Familiarise yourself with the latest technologies in customer service, like AI tools and live chat systems. Be ready to discuss how you've leveraged these technologies to enhance service efficiency. This will show that you’re forward-thinking and ready to implement innovative solutions.
