At a Glance
- Tasks: Lead and inspire teams to enhance customer engagement and service excellence.
- Company: Join a not-for-profit organisation dedicated to fairness and simplicity.
- Benefits: Generous pension, healthcare, learning opportunities, and social events.
- Other info: Flexible hybrid working and commitment to diversity and inclusion.
- Why this job: Shape the future of customer service while making a real difference.
- Qualifications: Proven leadership in customer service and experience with complex escalations.
The predicted salary is between 60000 - 75000 € 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 play a pivotal role in shaping the future of our Customer Engagement function, providing inspirational leadership across Employer Services and Specialist Support teams. You’ll set the strategic direction while driving operational excellence, ensuring services are customer-centred, compliant and built to scale. With accountability for performance across multiple teams, you’ll balance innovation with operational rigour—using insight, data and customer intelligence to continuously evolve how we work. Operating confidently in a matrix environment, you’ll influence departmental priorities, resource decisions and senior stakeholders, representing frontline insight in service design and decision-making. Through empowering leadership, strong collaboration and a focus on resilience and professionalism, you’ll elevate customer experience, strengthen our organisational reputation and deliver sustainable value against annual business objectives.
- Lead and develop managers and specialist professionals, setting clear expectations and empowering teams to deliver high-quality, value-adding customer interactions across all contact channels, including phone, email and chat.
- Build, embed and continuously evolve Specialist Support functions, including Vulnerable Customer and Technical Support, ensuring expert handling of complex needs and high-risk scenarios.
- Oversee and resolve high-level customer escalations, using insight and root-cause learning to drive continuous service and experience improvement.
- 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
- Proven experience leading managers and large frontline teams within a contact centre or customer service environment.
- Demonstrable track record of developing leaders, improving capability, and building high performing, customer focused teams.
- 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.
- Robust understanding of operational risk, quality assurance, regulatory expectations and control frameworks.
- Experience managing complex customer escalations and supporting crisis or incident response.
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”.
Head of Employer Service & Specialist Support in Crawley employer: People's Partnership
People's Partnership is an exceptional employer dedicated to creating a supportive and inclusive work environment where every team member can thrive. With a strong focus on employee development, generous benefits including a substantial pension contribution and healthcare support, and a commitment to social responsibility through volunteering opportunities, we empower our staff to excel in their roles while making a meaningful impact in the community. Our flexible, hybrid working approach ensures that everyone can balance their professional and personal lives effectively, fostering a culture of collaboration and innovation.
StudySmarter Expert Advice🤫
We think this is how you could land Head of Employer Service & Specialist Support 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 Employer Service & Specialist Support. 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 elevate customer experience!
✨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've developed high-performing teams in the past. This will help you feel more confident when it’s your turn to impress the interview panel.
✨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 genuinely interested in joining our mission to make the future-saving experience simple for everyone.
We think you need these skills to ace Head of Employer Service & Specialist Support in Crawley
Some tips for your application 🫡
Tailor Your Application:Make sure to customise your CV and cover letter for the Head of Employer Service & Specialist Support role. Highlight your experience in leading teams and improving customer service, as this is what we’re really looking for!
Showcase Your Leadership Skills:We want to see how you’ve developed leaders and built high-performing teams. Share specific examples that demonstrate your ability to inspire and empower others in a customer-focused environment.
Be Data-Driven:Since the role involves using insight and data to drive improvements, include any relevant metrics or achievements in your application. This will show us that you understand the importance of data in shaping customer experiences.
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 this exciting opportunity with People’s Partnership.
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 candidate for Head of Employer Service & Specialist Support, it's crucial to highlight your experience in leading teams. Prepare specific examples of how you've developed leaders and improved team performance in previous roles. Use metrics to demonstrate your impact!
✨Prepare for Customer Scenarios
Expect questions about handling complex customer escalations and high-risk scenarios. Think of real-life examples where you successfully resolved issues and improved customer experience. This will showcase your problem-solving skills and operational insight.
✨Ask Insightful Questions
At the end of the interview, have a few thoughtful questions ready. Inquire about their current challenges in customer engagement or how they measure success in their service delivery. This shows your strategic thinking and genuine interest in contributing to their goals.
