At a Glance
- Tasks: Lead and develop a high-performing customer transaction operations team.
- Company: Fast-growing organisation focused on scaling service quality and performance.
- Benefits: Starting salary of £50k - £60k, competitive benefits package, and more!
- Other info: Join a dynamic environment with opportunities for growth and development.
- Why this job: Make a real impact by improving customer journeys and operational efficiency.
- Qualifications: Proven experience in leading customer operations and driving performance improvements.
The predicted salary is between 50000 - 60000 € per year.
Nigel Frank International are currently partnering with a fast-growing organisation who are looking for a senior operational leader to take ownership of their customer transaction function and help scale both service quality and commercial performance.
Responsibilities
- Lead, develop and scale a high-performing customer transaction operations team within a fast-paced environment.
- Oversee the end-to-end customer journey, ensuring transactions progress efficiently from application through to completion.
- Drive improvements across key operational and commercial KPIs, including completion rates, turnaround times, customer satisfaction and revenue performance.
- Proactively identify and resolve transaction delays, escalations and operational bottlenecks while maintaining excellent customer communication.
- Implement scalable operational processes, reporting frameworks and workflow improvements to increase efficiency and consistency.
- Work closely with internal teams, and external partners to improve service delivery, transaction momentum and overall customer outcomes.
Experience
- Proven experience leading customer operations, case management or transaction teams.
- Experience improving operational performance through KPI management, coaching and process optimisation.
- Demonstrated ability to lead teams within high-volume, fast-paced and growth-focused environments.
- Commercial awareness with the confidence to drive customer engagement, service adoption and team accountability.
- Strong stakeholder management, communication and problem-solving skills, with a proactive and results-oriented approach.
Benefits
Starting Salary - £50k - £60k (dependant on experience) Competitive Benefits Package & More!
Head of Case Management in London employer: Nigel Frank International
Join a dynamic and fast-growing organisation in London/Hampshire as the Head of Case Management, where you will lead a high-performing team dedicated to enhancing customer transactions. With a strong focus on employee development, competitive benefits, and a collaborative work culture, this role offers significant opportunities for professional growth and the chance to make a meaningful impact on service quality and commercial performance.
StudySmarter Expert Advice🤫
We think this is how you could land Head of Case Management in London
✨Tip Number 1
Network like a pro! Reach out to your connections in the industry and let them know you're on the hunt for a Head of Case Management role. You never know who might have the inside scoop on an opportunity or can put in a good word for you.
✨Tip Number 2
Prepare for interviews by researching the company and its culture. Understand their customer journey and think about how you can improve it. This will show that you're not just interested in the role, but also in making a real impact.
✨Tip Number 3
Practice your problem-solving skills! Be ready to discuss how you've tackled operational bottlenecks in the past. Use specific examples to demonstrate your ability to drive improvements and enhance customer satisfaction.
✨Tip Number 4
Don't forget to apply through our website! We want to see your application and help you land that dream job. Plus, it shows you're serious about joining our team and contributing to our growth.
We think you need these skills to ace Head of Case Management in London
Some tips for your application 🫡
Tailor Your CV:Make sure your CV reflects the skills and experiences that align with the Head of Case Management role. Highlight your leadership experience in customer operations and any achievements related to improving KPIs.
Craft a Compelling Cover Letter:Use your cover letter to tell us why you're the perfect fit for this position. Share specific examples of how you've led teams in fast-paced environments and improved operational performance.
Showcase Your Problem-Solving Skills:In your application, emphasise your ability to identify and resolve operational bottlenecks. We want to see how you’ve tackled challenges in previous roles and what impact it had on customer satisfaction.
Apply Through Our Website:We encourage you to apply directly through our website. It’s the best way for us to receive your application and ensures you don’t miss out on any important updates during the process.
How to prepare for a job interview at Nigel Frank International
✨Know Your Numbers
Make sure you’re familiar with key performance indicators (KPIs) relevant to the role. Be ready to discuss how you've improved metrics like completion rates and customer satisfaction in your previous roles. This shows you understand the commercial side of operations.
✨Showcase Your Leadership Style
Prepare examples that highlight your leadership experience, especially in high-volume environments. Talk about how you’ve developed teams and driven performance improvements. This will demonstrate your capability to lead a high-performing customer transaction operations team.
✨Problem-Solving Scenarios
Think of specific instances where you identified and resolved operational bottlenecks. Be ready to explain your thought process and the outcomes. This will showcase your proactive approach and problem-solving skills, which are crucial for this role.
✨Engage with Stakeholders
Discuss your experience working with internal teams and external partners. Highlight how you’ve improved service delivery and customer outcomes through effective communication and collaboration. This will show your strong stakeholder management skills.
