At a Glance
- Tasks: Lead service delivery for a major UK banking client and drive operational excellence.
- Company: Join Intrum, Europe's leading credit management services provider.
- Benefits: Autonomy to shape strategy, supportive leadership, and a diverse workplace.
- Other info: Opportunity for career growth in a dynamic, international environment.
- Why this job: Make a real impact on business performance and customer outcomes.
- Qualifications: Experience in managing large-scale operations and strategic client relationships.
The predicted salary is between 63000 - 77000 £ per year.
At Intrum, you will grow by making a difference in a highly international environment and in a supportive culture where effort counts. Join Intrum as Head of Service Delivery and play a key role in leading delivery for one of our most important client partnerships, driving outstanding outcomes for our client, customers, and colleagues.
As the market leader in credit management services, we partner with some of the UK's largest financial institutions to deliver outstanding customer outcomes through operational excellence, innovation, and expertise. We're looking for an experienced Head of Service Delivery to lead one of our most significant client relationships, managing large-scale outsourced collections and recoveries operations on behalf of a major UK banking client. This is a high-profile role with accountability for operational performance, client satisfaction, commercial delivery, and regulatory compliance.
As the senior point of contact for the client, you'll build trusted partnerships, drive continuous improvement, and ensure the delivery of exceptional results for both the client and their customers. You'll lead a multi-functional operational team, balancing strategic relationship management with operational excellence to achieve sustainable growth and long-term success. You'll also play a key role in driving transformation, digitisation, automation and process improvement initiatives that enhance customer outcomes, operational efficiency and service performance.
What you’ll do:
- Act as the senior relationship lead for a strategic banking client, building trusted partnerships and driving long-term client satisfaction.
- Lead large-scale collections and recoveries operations, ensuring delivery against contractual commitments, service levels, and performance targets.
- Drive operational excellence through robust governance, performance management, and a strong focus on customer outcomes.
- Lead client governance forums, business reviews, and strategic planning activities, providing insight and direction.
- Identify and deliver opportunities for service improvement, operational efficiency, digital innovation, transformation, and business growth.
- Ensure compliance with all regulatory, contractual, and governance requirements, including FCA and Consumer Duty expectations.
- Develop and inspire high-performing leadership teams, creating a culture of accountability, operational excellence, collaboration, and continuous improvement.
What you will bring:
- Significant experience leading large-scale contact centre, collections, recoveries, customer operations, or outsourced service environments.
- Proven success managing strategic client relationships within a BPO, outsourcing, or financial services environment.
- Strong commercial acumen with experience managing client contracts, operational performance, and profitability.
- Exceptional stakeholder management and communication skills, with the ability to influence and build credibility at senior and executive levels.
- Experience operating within a regulated environment and a strong understanding of customer outcomes, risk, and compliance requirements.
- Proven track record of delivering operational transformation, digitisation, automation, and performance improvement initiatives within large-scale customer operations or BPO environments.
- Experience embedding operational excellence disciplines, driving process optimisation, and leading teams through significant business and technology change.
Why Join Us?
This is an opportunity to lead one of Intrum's most important client partnerships and make a real impact on business performance, customer outcomes, and client success. You'll have the autonomy to shape strategy, drive operational excellence, and build trusted relationships with a major UK banking client, all while being supported by an experienced leadership team.
Ready to make an impact? Apply now and help us deliver outstanding service, strengthen strategic partnerships, and drive success for our clients and their customers.
How to apply: If you are interested in this position and believe you have the right experience, please send your English CV via the “apply button”. Are you curious and have some questions? You’re welcome to contact our recruitment team for more information.
At Intrum we strive to create a diverse and inclusive workplace. We encourage applicants from all backgrounds to apply.
About Intrum: Enabling financial health for people, businesses, and society. Intrum is Europe’s leading credit management services provider, helping businesses secure payments while supporting consumers in regaining financial stability across 20 European countries. With 9,000 dedicated employees, we work every day to create sustainable financial solutions.
At Intrum we consider everybody to be leaders. We lead ourselves when collaborating to meet the needs of our clients and customers. We are all accountable to our actions as well as trust and care for each other. This makes us all leaders, independent of role or responsibility, and this is reflected in our three leadership principles: Deliver Impact, Inspire Trust and Embrace Growth.
We are an equal opportunities employer and authorised and regulated by the Financial Conduct Authority. We will conduct credit, fraud, criminal record, right to work and reference checks as part of our pre-employment screening. You should not be bankrupt, have any outstanding county court judgments on your credit file. You must not have excessive default balances and any outstanding debt will be considered on a case-by-case basis.
(Strictly No Recruitment Agencies Please) Do you feel that you might be the right person? Great! Apply now. Looking forward to hearing from you!
Head of Service Delivery in Glasgow employer: Intrum
Intrum Mortgages is an excellent employer, offering a dynamic hybrid work environment in Glasgow that fosters collaboration and innovation. With a strong focus on employee growth, we provide tailored training and development opportunities, ensuring our team members thrive while delivering exceptional customer service. Our commitment to compliance and excellence creates a rewarding atmosphere where employees can make a meaningful impact in the mortgage servicing industry.
StudySmarter Expert Advice🤫
We think this is how you could land Head of Service Delivery in Glasgow
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Intrum. 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 Intrum 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 Head of Service Delivery in Glasgow
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 Intrum:Your cover letter is your chance to shine! Tell us why you want to work at Intrum 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 Intrum!
How to prepare for a job interview at Intrum
✨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.
