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For Companies At a Glance
- Tasks: Lead the transformation of customer service to a predictive and personalised approach.
- Company: Join a globally recognised financial services firm known for innovation in retail trading and investment.
- Benefits: Enjoy a dynamic work environment with opportunities for professional growth and development.
- Why this job: Be part of a brilliant team driving change in customer service excellence and making a real impact.
- Qualifications: Extensive experience in customer service strategy and digital-first service models is essential.
- Other info: This role is based in London, perfect for those seeking a vibrant city experience.
The predicted salary is between 48000 - 72000 £ per year.
Job Description
Our client is an internationally renowned financial services business specialising in retail trading, investment products and technology.
Following a period of rapid expansion, they are looking for an exceptional Head of Client Service Excellence to join their brilliant team in London.
Responsibilities will include:
- Quickly evaluate current operations against top-tier benchmarks to uncover both short-term improvement areas and long-term transformation opportunities
- Lead the shift from traditional reactive support to a forward-looking, predictive, and personalised customer service approach
- Implement performance indicators that encourage digital-first practices while ensuring compliance, efficiency, and high service standards
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You will have:
- Extensive experience driving customer service strategy and operations, delivering consistently high-impact results
- Skilled in architecting and rolling out large-scale digital-first customer service models
- Demonstrated capability to elevate service standards quickly using systematic and methodical strategies
For more information please get in touch with a copy of your CV.
Head of Client Service Excellence employer: New Street Consulting Group (NSCG)
Contact Detail:
New Street Consulting Group (NSCG) Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Head of Client Service Excellence
✨Tip Number 1
Research the latest trends in customer service excellence, especially in the financial services sector. Understanding how top companies are innovating their client service strategies will help you speak confidently about your vision during interviews.
✨Tip Number 2
Network with professionals in the financial services industry, particularly those who focus on customer service. Attend relevant events or webinars to build connections and gain insights that could set you apart from other candidates.
✨Tip Number 3
Prepare to discuss specific examples of how you've successfully implemented digital-first customer service models in previous roles. Highlight measurable outcomes to demonstrate your impact and effectiveness in driving service excellence.
✨Tip Number 4
Familiarise yourself with the company's current customer service practices and identify potential areas for improvement. This proactive approach will show your genuine interest in the role and your readiness to contribute from day one.
We think you need these skills to ace Head of Client Service Excellence
Some tips for your application 🫡
Tailor Your CV: Make sure your CV highlights your extensive experience in customer service strategy and operations. Use specific examples that demonstrate your ability to deliver high-impact results, especially in digital-first environments.
Craft a Compelling Cover Letter: In your cover letter, emphasise your skills in architecting large-scale customer service models. Discuss how you can lead the shift towards a predictive and personalised customer service approach, aligning with the company's goals.
Showcase Relevant Achievements: Include quantifiable achievements in your application that reflect your capability to elevate service standards. Use metrics to illustrate how you've improved customer satisfaction or operational efficiency in previous roles.
Research the Company: Familiarise yourself with the company's values and recent developments in the financial services sector. This knowledge will help you tailor your application and demonstrate your genuine interest in the role and the organisation.
How to prepare for a job interview at New Street Consulting Group (NSCG)
✨Showcase Your Strategic Vision
As a candidate for the Head of Client Service Excellence, it's crucial to demonstrate your ability to evaluate and improve operations. Prepare examples of how you've previously identified areas for improvement and implemented successful strategies.
✨Highlight Digital Transformation Experience
Since the role involves shifting to a digital-first customer service model, be ready to discuss your experience with digital transformation. Share specific projects where you led the implementation of technology to enhance customer service.
✨Emphasise Results-Driven Approach
The company values high-impact results, so come prepared with metrics and outcomes from your past roles. Discuss how your initiatives have led to measurable improvements in customer satisfaction or operational efficiency.
✨Prepare for Scenario-Based Questions
Expect questions that assess your problem-solving skills in real-world scenarios. Think about challenges you've faced in customer service and how you approached them, particularly in transitioning from reactive to proactive support.
