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- Tasks: Lead and shape the future of Member Services, driving strategic direction and operational excellence.
- Company: People’s Partnership, a not-for-profit organisation focused on fairness and simplicity.
- Benefits: Generous pension contributions, healthcare, learning opportunities, and flexible hybrid working.
- Other info: Inclusive culture with opportunities for personal growth and community engagement.
- Why this job: Make a real impact by enhancing member experiences and leading high-performing teams.
- Qualifications: Deep understanding of customer service operations and experience in managing complex escalations.
The predicted salary is between 60000 - 75000 ÂŁ per year.
About People’s Partnership: At the heart of our not-for-profit organisation is a commitment and a motivation to make the future-saving experience a simple one for our members. We champion fairness and simplicity, not profit-chasing. Imagine a financial adventure where everyone's a winner, fuelled by our exceptional service and brought to life by the fantastic individuals who work for us. We're a diverse employer with a flexible, hybrid working approach, ensuring everyone gets the opportunity to come to work and be the best version of themselves.
What you'll be doing: As Head of Service, you will lead and shape the future of our Member Services function within Customer Engagement, providing inspirational leadership that drives both strategic direction and operational excellence. You’ll hold accountability for the performance of multiple interconnected teams, ensuring services are empathetic, compliant and consistently high-performing, while also being innovative, scalable and aligned to our strategic ambitions. Influencing departmental plans and resource decisions, you’ll focus on delivering sustainable value and achieving annual business objectives. Thriving in a complex, matrix environment, you’ll bring strong collaboration skills, confidence in ambiguity and the credibility to influence senior stakeholders, underpinned by robust governance and risk oversight. By championing frontline insight, leveraging data and customer intelligence, and ensuring teams are equipped and operationally ready, you’ll continuously evolve our service model—building empowered teams, enhancing member experience and strengthening the resilience and professionalism of our service.
- Provide leadership to managers and professional specialists, setting clear expectations and empowering teams to deliver high-quality, value-add interactions across all customer contact channels (phone, email, chat).
- Establish teams aligned to key areas of demand (ie Retirement claims).
- Develop and implement operational frameworks and departmental plans that drive efficiency.
- Handle high-level customer escalations, ensuring timely resolution and using insights to drive service improvement.
- Build and lead high-performing, inclusive teams, fostering a culture of engagement, accountability, and continuous learning.
- Develop talent pipelines and succession plans, coaching leaders and specialists to grow into future strategic roles.
- Partner strategically with the Proposition team to co-design and optimise key customer journeys, scripts and tools that are operationally viable, customer-focused and aligned with wider business goals and regulatory requirements.
What we’re looking for:
- Deep understanding of customer service operations, including quality frameworks, performance management, coaching methodology and frontline capability development.
- Experience embedding service standards, operating rhythms, and quality controls across multi-team environments.
- Experience managing complex customer escalations and supporting crisis or incident response.
- Robust understanding of operational risk, quality assurance, regulatory expectations and control frameworks.
- Experience ensuring processes, controls and standards are followed, and escalating risks appropriately.
What you can expect from us:
- Generous pension contributions with an employer contribution of up to 14%
- Real living wage
- Income protection, critical illness cover & death in service insurance
- Employee healthcare
- Parental and adoption leave
- Learning & development opportunities and study support
- Travel season ticket loans
- Volunteering days and charity payroll giving
- Onsite gym
- Social clubs and events
Disability Statement: People's Partnership is an equal opportunities employer. We believe everyone has the right to be treated fairly, with dignity and respect. We are committed to treating all our people (and all who apply for a role at People's Partnership) equally and enabling them to perform at their best and demonstrate what they have to offer. This role may support hybrid working. To make use of this arrangement, employees must have an appropriate home working environment, including a private workspace and reliable, secure high speed internet that enables them to perform their duties effectively. We are a disability committed employer, please let us know if you need any reasonable adjustments made to our recruitment process (application, selection assessments where relevant, and interview) to enable you to show us the best “you”.
Customer Engagement LT - Head of Member Services in Crawley employer: People's Partnership
Contact Detail:
People's Partnership Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Customer Engagement LT - Head of Member Services in Crawley
✨Tip Number 1
Network like a pro! Reach out to your connections on LinkedIn or even in person. Let them know you're on the hunt for a role like Head of Member Services. You never know who might have the inside scoop on job openings or can put in a good word for you.
✨Tip Number 2
Prepare for those interviews by researching the company and its values. Understand their commitment to fairness and simplicity, and think about how your experience aligns with that. We want to see you shine and show how you can contribute to their mission!
✨Tip Number 3
Practice makes perfect! Get a friend or mentor to do mock interviews with you. Focus on articulating your leadership style and how you handle customer escalations. This will help you feel more confident when it’s your turn to impress the hiring team.
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure your application gets seen. Plus, we love seeing candidates who are proactive and engaged. So, get your application in and let’s make this happen together!
We think you need these skills to ace Customer Engagement LT - Head of Member Services in Crawley
Some tips for your application 🫡
Show Your Passion: When you're writing your application, let your enthusiasm for customer service shine through! We want to see how much you care about making a difference for our members and how you can contribute to our mission.
Tailor Your Experience: Make sure to highlight your relevant experience in customer service operations. We’re looking for specific examples that demonstrate your understanding of quality frameworks and performance management—this will help us see how you fit into our team!
Be Clear and Concise: Keep your application straightforward and to the point. Use clear language and avoid jargon where possible. We appreciate a well-structured application that makes it easy for us to understand your qualifications and motivations.
Apply Through Our Website: Don’t forget to submit your application through our website! It’s the best way for us to receive your details and ensures you’re considered for the role. Plus, it helps us keep everything organised on our end!
How to prepare for a job interview at People's Partnership
✨Know Your Stuff
Before the interview, dive deep into the company's mission and values. Understand how they champion fairness and simplicity in their services. This will help you align your answers with their ethos and show that you're genuinely interested in their work.
✨Showcase Your Leadership Skills
As a potential Head of Member Services, it's crucial to demonstrate your leadership style. Prepare examples of how you've built high-performing teams and fostered a culture of engagement and accountability. Be ready to discuss how you empower others to deliver exceptional service.
✨Prepare for Complex Scenarios
Expect questions about handling complex customer escalations and crisis management. Think of specific instances where you've successfully navigated challenging situations, and be prepared to explain your thought process and the outcomes.
✨Data-Driven Insights Matter
Since the role involves leveraging data and customer intelligence, come prepared with examples of how you've used data to drive service improvements. Discuss any frameworks or methodologies you've implemented to enhance customer experience and operational efficiency.