Head of Case Management

Head of Case Management –

London/Hampshire (Onsite)

Nigel Frank International are currently partnering with a fast-growing organisation who are looking for a senior operational leader to take ownership of their customer transaction function and help scale both service quality and commercial performance.

Responsibilities

• Lead, develop and scale a high-performing customer transaction operations team within a fast-paced environment.
• Oversee the end-to-end customer journey, ensuring transactions progress efficiently from application through to completion.
• Drive improvements across key operational and commercial KPIs, including completion rates, turnaround times, customer satisfaction and revenue performance.
• Proactively identify and resolve transaction delays, escalations and operational bottlenecks while maintaining excellent customer communication.
• Implement scalable operational processes, reporting frameworks and workflow improvements to increase efficiency and consistency.
• Work closely with internal teams, and external partners to improve service delivery, transaction momentum and overall customer outcomes.

Experience

• Proven experience leading customer operations, case management or transaction teams.
• Experience improving operational performance through KPI management, coaching and process optimisation.
• Demonstrated ability to lead teams within high-volume, fast-paced and growth-focused environments.
• Commercial awareness with the confidence to drive customer engagement, service adoption and team accountability.
• Strong stakeholder management, communication and problem-solving skills, with a proactive and results-oriented approach.

Benefits

• Starting Salary – £50k – £60k (dependant on experience)
• Competitive Benefits Package & More!

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