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- Tasks: Lead transformation and deliver exceptional customer outcomes in a dynamic environment.
- Company: Join Principality, a supportive and inclusive community focused on wellbeing and belonging.
- Benefits: Enjoy flexible hybrid working, competitive salary, and a comprehensive wellbeing package.
- Why this job: Shape the future of customer services and make a real impact in financial services.
- Qualifications: Extensive leadership experience in regulated Financial Services and operational management expertise.
- Other info: Be part of a team that values diversity and celebrates individuality.
The predicted salary is between 65000 - 65000 £ per year.
Hours: 35 - Talk to us about Flexible Working
Salary: From £65,000
Contract Duration: Full-Time, Permanent
Closing Date: 06 April 2026
BELONG – There’s no place like Principality
At Principality, belonging isn’t just a value — it’s how we work. When you join us, you’re welcomed into a supportive, inclusive community where your home life, wellbeing, and individuality are genuinely respected. From flexible ways of working to benefits designed around you, we’re committed to helping you feel comfortable, valued, and able to thrive. We believe great work happens when people feel connected — to each other, to our purpose, and to the communities we serve. That’s why we encourage balance, invest in wellbeing, and focus on growing and improving together.
There are plenty of reasons to build your career with Principality:
- Flexible hybrid working – Our award-winning approach gives you the flexibility to work from home and from the office. Collaboration matters to us, so you’ll spend at least 8 days per month based in our Cardiff office.
- A truly inclusive workplace – Proudly named in the 2025 Inclusive Top 50 UK Employers List, ranked 27th, recognising our ongoing commitment to inclusion and belonging.
- Customer excellence you can be proud of – Winners of Double Gold Awards for Customer Satisfaction at the Fairer Finance Awards 2025 for both Savings and Mortgages.
- Engaged, supported colleagues – Our colleague engagement scores consistently exceed 85%, reflecting a positive and supportive culture.
- Wellbeing at the heart of what we do – Our Belong benefits package is designed to put our people first, supporting your physical, mental, and financial wellbeing.
These achievements reflect more than awards; they represent our long‑term commitment to creating a workplace where colleagues feel supported and customers feel cared for. When it comes to belonging, there truly is no place like Principality.
Lead transformation. Shape strategy. Deliver exceptional customer outcomes. We’re seeking a strategic, visionary, and operationally strong Head of Customer Services – Operations to join our Savings function. This pivotal senior leadership role will shape and deliver our multi‑channel servicing strategy while steering large, complex operational teams through transformation to create seamless, high‑quality experiences for our members.
As a key member of the Senior Leadership Team, you will define and execute our operational servicing strategy, ensure strategic positioning of Customer Services within the wider enterprise, and lead the evolution of our service channels — from traditional branch delivery to servicing digital propositions.
What you’ll be responsible for:
- Strategic Leadership & Positioning
- Define and deliver the operational strategy for servicing aligned to the Savings Business Plan, Value Stream (VS) priorities and the Customer Value Proposition.
- Provide strategic direction for multi‑channel customer service delivery, ensuring all channels are positioned for growth, efficiency, and excellent Member experience.
- Partner with VS leadership to design, shape and govern end‑to‑end customer journeys that are intuitive, efficient, and future‑focused.
- Operational Leadership & Transformation
- Lead large‑scale operations teams, ensuring high performance, consistent delivery, and the effective utilisation of people, technology and processes.
- Lead our Retail Branch Network consisting of 54 branches & 14 agencies, Customer Contact telephone services and Savings Operations.
- Drive operational excellence by improving forecasting, workflow planning, workforce optimisation, cross‑skilling strategies, and embedding continuous improvement and data‑led decision making.
- Oversee the delivery and optimisation of servicing across all agreed channels, including branch, digital, telephony and emerging customer touchpoints.
- Shape and operationalise new and enhanced channels, ensuring they are scalable, efficient, and meet Member needs.
- Build and nurture strategic internal and external partnerships that support channel growth, service innovation, and enterprise value creation.
- People & Stakeholder Leadership
- Inspire, lead and empower large, multi‑disciplinary teams across: Retail Branch Network (54 branches & 14 agencies), Savings Operations, Digital App Servicing & Support, Operational Excellence, Savings Projects & Programmes.
- Build capability and engagement through clear leadership, coaching, performance management and cultural transformation.
- Manage strategic relationships with third‑party suppliers, partners and regulators.
- Act as a senior representative and spokesperson for the organisation.
What we’re looking for:
- Extensive senior leadership experience in regulated Financial Services, with deep operational management expertise.
- Proven track record delivering large‑scale operational transformation and driving performance in complex, multi‑channel service environments.
- Essential background in retail banking operations.
- Strong experience leading cross‑functional and matrix teams through strategic change and optimisation.
- Skilled in supplier management, commercial negotiation, and operational efficiency.
- Demonstrated success embedding enterprise‑level Operational Excellence.
- Experience leading significant regulatory change programmes.
- Strong financial and commercial acumen, with a history of managing budgets and cost centres.
- Exceptional ability to build credibility, influence stakeholders and represent the organisation confidently internally and externally.
We are passionate about creating an inclusive workplace where diversity is celebrated and where colleagues feel a sense of belonging.
Head of Customer Services – Operations in Cardiff employer: Principality Building Society
Contact Detail:
Principality Building Society Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Head of Customer Services – Operations in Cardiff
✨Tip Number 1
Network like a pro! Get out there and connect with people in the industry. Attend events, join online forums, or even hit up LinkedIn. The more people you know, the better your chances of landing that Head of Customer Services gig.
✨Tip Number 2
Prepare for interviews by researching the company inside out. Understand their values, mission, and recent achievements. This will help you tailor your answers and show them you're genuinely interested in being part of their team.
✨Tip Number 3
Practice makes perfect! Do mock interviews with friends or family to get comfortable with common questions. Focus on articulating your experience in operational management and how it aligns with their needs.
✨Tip Number 4
Don’t forget to follow up after your interview! A quick thank-you email can go a long way in showing your enthusiasm for the role. Plus, it keeps you fresh in their minds as they make their decision.
We think you need these skills to ace Head of Customer Services – Operations in Cardiff
Some tips for your application 🫡
Show Your Passion: When writing your application, let your enthusiasm for the role shine through! We want to see how much you care about customer service and how you can contribute to our mission at Principality.
Tailor Your CV: Make sure to customise your CV to highlight your relevant experience in operational management and customer service. We love seeing how your background aligns with our values and the specific requirements of the Head of Customer Services role.
Be Clear and Concise: Keep your application straightforward and to the point. We appreciate clarity, so make sure your skills and experiences are easy to understand. Avoid jargon unless it’s absolutely necessary!
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 at Principality.
How to prepare for a job interview at Principality Building Society
✨Know Your Stuff
Before the interview, dive deep into Principality's values and recent achievements. Understand their commitment to customer excellence and how they’ve been recognised for it. This will help you align your experience with their mission and show that you’re genuinely interested in being part of their community.
✨Showcase Your Leadership Skills
As a Head of Customer Services – Operations, you'll need to demonstrate your extensive leadership experience. Prepare specific examples of how you've led large teams through transformation and operational excellence. Use the STAR method (Situation, Task, Action, Result) to structure your responses effectively.
✨Emphasise Collaboration
Principality values collaboration, so be ready to discuss how you've worked with cross-functional teams in the past. Share stories that highlight your ability to build relationships and partnerships, especially in multi-channel service environments. This will show that you can thrive in their inclusive workplace.
✨Ask Insightful Questions
Prepare thoughtful questions that reflect your understanding of the role and the company. Inquire about their future plans for digital servicing or how they measure customer satisfaction. This not only shows your interest but also gives you a chance to assess if the company aligns with your career goals.