Head of Member Service – Customer Engagement
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”.
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