At a Glance
- Tasks: Lead and inspire customer support teams to deliver exceptional service and drive continuous improvement.
- Company: Join a leading financial services company focused on customer care and innovation.
- Benefits: Competitive salary, professional development, and opportunities for career advancement.
- Other info: Dynamic role with a focus on data-driven strategies and operational excellence.
- Why this job: Make a real impact by transforming customer experiences and leading high-performing teams.
- Qualifications: Proven leadership in customer support and experience in regulated environments required.
The predicted salary is between 66150 - 80850 £ per year.
- Lead Support, Care and Training & Onboarding teams, setting direction, accountability and leadership development
- Build and deliver a 12 to 18 month Support & Care strategy with clear priorities and measurable outcomes
- Deploy people and capacity effectively to meet customer demand and service expectations
- Own customer outcomes across everyday service, complaints, vulnerable customers, bereavements and complex needs
- Transform onboarding, training and capability development using data, technology and new approaches
- Use data, AI and automation to simplify work, reduce avoidable contact, improve service speed and increase productivity
- Maintain oversight of customer and operational risk, compliance standards and controls
- Advocate for customers and collaborate with Product, Engineering, Compliance and other teams to improve the end-to-end customer experience
- Ensure customer insight drives improvements across the wider business
Requirements
- Proven track record leading customer support functions that deliver outstanding customer experiences
- Experience in financial services or another regulated environment
- Strong people and operational leadership experience across customer support or customer operations
- Experience developing managers and building resilient, high-performing teams
- Experience deploying resources effectively to meet customer demand and service expectations
- Experience designing and evolving customer service operating models
- Experience driving continuous improvement, including process redesign, automation and effective use of AI
- Skilled in using data and performance metrics to drive accountability, service quality, productivity and efficiency
- Experience improving training, onboarding and capability development
- Experience leading or overseeing Customer Care, including complaints, vulnerable customers and complex customer needs
- Sound judgement in managing customer and operational risk, compliance obligations and escalation
- Strategic operational mindset balancing long‑term vision with day‑to‑day execution
- Customer‑focused, commercially minded, analytical, data‑driven, resilient, pragmatic and collaborative
- Ability to develop strong managers, build inclusive high‑performing teams and influence senior stakeholders
- Core Competencies
Demonstrates strong leadership in customer support functions, focusing on developing high‑performing teams and driving continuous improvement through data‑driven strategies and operational excellence.
Skilled in managing customer outcomes and compliance within regulated environments, ensuring a customer‑centric approach to service delivery.
- Highest-signal resume keywords
- Customer Support Leadership
- Operational Leadership
- Continuous Improvement
- Data-Driven Decision Making
- Training and Onboarding Development
- ATS Optimization Keywords
- Hard Skills
- Customer Service Operating Models
- Process Redesign
- Automation
- AI Utilization
- Performance Metrics Analysis
- Resource Deployment
- Risk Management
- Compliance Standards
- Customer Experience Improvement
- Strategic Operational Mindset
- Soft Skills
- Collaborative
- Analytical
- Resilient
- Commercially Minded
- Pragmatic
- Industry Keywords
- Financial Services
- Regulated Environment
- Customer Care
- Vulnerable Customers
- Complex Customer Needs
- #J-18808-Ljbffr
Head of Customer Support – Care in London employer: Jobtailor
As a Client Services Coordinator at our dynamic company, you will thrive in a supportive work culture that prioritises employee growth and development. We offer comprehensive training, opportunities for advancement, and a collaborative environment where your contributions are valued. Located in a vibrant area, our team enjoys a healthy work-life balance and the chance to engage with diverse clients, making every day rewarding and meaningful.
StudySmarter Expert Advice🤫
We think this is how you could land Head of Customer Support – Care in London
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Jobtailor. 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 Jobtailor 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 Customer Support – Care 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 Jobtailor:Your cover letter is your chance to shine! Tell us why you want to work at Jobtailor 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 Jobtailor!
How to prepare for a job interview at Jobtailor
✨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.
