At a Glance
- Tasks: Lead and shape our Member Services function, driving strategic direction and operational excellence.
- Company: Join a not-for-profit organisation committed to fairness and exceptional service.
- Benefits: Generous pension contributions, healthcare, learning opportunities, and flexible hybrid working.
- Other info: Dynamic environment with a focus on continuous learning and career development.
- Why this job: Make a real impact on member experiences while leading high-performing, inclusive teams.
- Qualifications: Deep understanding of customer service operations and experience in managing complex escalations.
The predicted salary is between 60000 - 75000 € per year.
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
You can learn more about how we support our employees on our website.
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 Member Service – Customer Engagement in Crawley employer: People's Partnership
At People’s Partnership, we pride ourselves on being a not-for-profit organisation dedicated to making the member experience straightforward and rewarding. Our flexible, hybrid working culture fosters inclusivity and personal growth, while our commitment to employee development is reflected in our generous benefits, including substantial pension contributions and comprehensive healthcare support. Join us to lead a passionate team in delivering exceptional service and creating meaningful impact for our members.
StudySmarter Expert Advice🤫
We think this is how you could land Head of Member Service – Customer Engagement in Crawley
✨Tip Number 1
Get to know the company inside out! Research their values, mission, and recent projects. This will help you tailor your conversations and show that you're genuinely interested in being part of their team.
✨Tip Number 2
Network like a pro! Connect with current employees on LinkedIn or attend industry events. Building relationships can give you insider info and might even lead to a referral—always a bonus!
✨Tip Number 3
Prepare for interviews by practising common questions and scenarios related to customer service operations. Think about how you would handle complex escalations or improve service delivery—this is your chance to shine!
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure your application gets noticed. Plus, it shows you’re serious about joining our fantastic team and contributing to our mission.
We think you need these skills to ace Head of Member Service – Customer Engagement in Crawley
Some tips for your application 🫡
Show Your Passion for Service:When writing your application, let your enthusiasm for customer service shine through. We want to see how you can make the member experience exceptional and how your values align with our commitment to fairness and simplicity.
Be Specific About Your Experience:Highlight your previous roles and experiences that relate directly to the Head of Member Service position. Use examples that demonstrate your leadership skills, ability to manage complex escalations, and how you've driven operational excellence in past roles.
Tailor Your Application:Make sure to customise your application to reflect the specific requirements mentioned in the job description. We’re looking for someone who understands customer service operations deeply, so don’t hesitate to showcase your knowledge and relevant achievements.
Apply Through Our Website:We encourage you 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. Plus, it’s super easy to do!
How to prepare for a job interview at People's Partnership
✨Know Your Customer Service Inside Out
Make sure you have a solid understanding of customer service operations, especially in areas like quality frameworks and performance management. Brush up on your knowledge about how to handle complex customer escalations, as this will likely come up during the interview.
✨Showcase Your Leadership Skills
Prepare examples that demonstrate your ability to lead and empower teams. Think about times when you've fostered a culture of engagement and accountability, and be ready to discuss how you can apply these skills to build high-performing teams in this role.
✨Be Ready to Discuss Strategy
Since this role involves influencing departmental plans and resource decisions, come prepared with ideas on how you would drive efficiency and deliver sustainable value. Show that you can think strategically while also being operationally savvy.
✨Emphasise Collaboration and Communication
Highlight your experience in collaborating with various teams and stakeholders. Be ready to discuss how you’ve used frontline insights and data to improve services, and how you plan to partner with other departments to enhance customer journeys.
