Head of Employer Service & Specialist Support – Customer Engagement
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”.
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