At a Glance
- Tasks: Lead transformation of client service across two business areas in financial services.
- Company: Join a leading firm focused on enhancing customer experiences.
- Benefits: 12-month fixed-term contract with opportunities for impactful change.
- Other info: Fast-paced role requiring strong stakeholder influence and data-driven decision-making.
- Why this job: Make a real difference in client journeys and service delivery.
- Qualifications: Proven leadership in customer service transformation within regulated environments.
The predicted salary is between 63000 - 77000 £ per year.
Hanover are exclusively retained on a senior fixed-term contract opportunity for an experienced client/customer service transformation leader within a regulated financial services environment. This is an initial 12-month fixed-term contract, focused on bringing together and transforming the client/customer function across two existing business areas. The mandate is broad: improve end-to-end client journeys, create consistency across service channels, strengthen operational discipline, and deliver measurable improvements in customer outcomes.
The successful candidate will have a strong track record of leading multi-channel customer or client service operations at scale, with clear evidence of improving customer journeys, reducing friction, embedding robust MI and governance, and driving continuous improvement across people, process, and technology. Experience in regulated financial services is essential, ideally with exposure to Consumer Duty, complaints, vulnerable customers, operational risk, and service transformation.
You will need to be comfortable operating at pace, influencing senior stakeholders, and translating insight into practical service improvements that deliver better outcomes for customers and the business. This would suit an individual who can quickly assess the current landscape, bring teams together around a clear target operating model, and leave behind a more joined-up, data-led and customer-centric client function.
Key experience required:
- Senior leadership of customer/client service, operations, or transformation within regulated financial services
- Evidence of improving end-to-end customer or client journeys across multiple channels
- Experience bringing together teams, processes, or service models across different business areas
- Strong understanding of MI, service performance, complaints, risk controls, and continuous improvement
- Ability to influence senior stakeholders and deliver change in a complex environment
If this sounds like you, please get in touch for a confidential conversation.
Head of Client Service Transformation – 12-month FTC in Tynemouth employer: Hanover
Hanover is an excellent employer, offering a dynamic work environment where innovation and collaboration thrive. With a strong focus on employee growth, we provide opportunities for professional development and the chance to work closely with senior management on impactful projects. Located in a vibrant area, our office culture promotes teamwork and inclusivity, making it a rewarding place to advance your career in capital modelling.
StudySmarter Expert Advice🤫
We think this is how you could land Head of Client Service Transformation – 12-month FTC in Tynemouth
✨Join Financial Networking Events
Jump into local finance meetups and conferences — they’re a goldmine for temporary roles in banking and financial services. You can chat with industry professionals and even get leads on upcoming opportunities that might not be posted online yet.
✨Utilise Temp Agencies Specialised in Finance
Reach out to temp agencies that focus on the banking sector. They often have strong ties with various firms and can help you secure short-term gigs that can help beef up your CV and get your foot in the door at firms like Hanover.
✨Connect with Alumni from Your Uni
Don't underestimate the power of your university’s alumni network. Many former students are working in banking and can help you find temporary roles or even offer mentorship. Reach out directly or attend alumni events to broaden your circle.
✨Stay Active on Job Boards and Company Websites
Keep your eyes peeled on job boards specifically for finance roles. Companies like Hanover might post temporary positions directly on their sites, so make sure to apply there too. Set alerts to catch those roles the moment they go live!
We think you need these skills to ace Head of Client Service Transformation – 12-month FTC in Tynemouth
Some tips for your application 🫡
Show Off Your Academic Achievements:In banking and financial services, your academic record can really make you stand out. List relevant grades, certifications, or coursework on your CV, especially if you've taken finance-related modules. This is particularly important for a temporary role where qualifications can help you shine even brighter!
Highlight Relevant Experience:If you’ve done any internships, part-time roles, or even coursework that aligns with banking or finance, make sure you include those! Showcase specific tasks where you used quantitative skills or analytical thinking, as this is what the hiring managers at Hanover will be keen to see in your application.
Tailor Your Cover Letter Purposefully:When writing your cover letter, focus on why you’re interested in a temporary position at Hanover. Let them know how you can quickly adapt to the team's needs and how eager you are to learn the ropes of the banking sector during this short stint. Your motivation and enthusiasm could really set you apart!
Be Prepared with References:For temporary roles, references can play a crucial role in your application. Make sure you’ve got a couple of references lined up who can vouch for your skills and work ethic. This helps to give Hanover confidence in your short-term commitment to the role.
How to prepare for a job interview at Hanover
✨Brush Up on Financial Regulations
Since this is a role in banking and financial services, be ready to discuss key regulations like MiFID, Basel III, or GDPR. These are hot topics, and your awareness of how they impact daily operations can give you a significant edge during your interview with Hanover.
✨Showcase Your Analytical Skills
Prepare for interview questions that assess your analytical abilities. You might need to tackle hypothetical scenarios involving risk assessment or financial forecasting. Bringing examples of relevant projects or coursework can emphasise your practical understanding of these concepts.
✨Highlight Flexibility and Adaptability
For a temporary role, showing that you can quickly pick up new processes and tools is crucial. Be ready to discuss previous experiences where you had to adapt to changing requirements or tight deadlines, as this will reassure Hanover that you’re a reliable team player.
✨Demonstrate a Willingness to Learn
In a temporary position, leaning into your eagerness to learn can really set you apart. Be prepared to share how you’re staying updated on industry trends or any additional training you've pursued. Employers appreciate candidates who are proactive about their development—even for short-term roles.
