Head of Customer & Digital Service

at  Openwork UK Ltd

As the Head of Customer and Digital Services you will be responsible for the hands-on operational management of our first line contact centre which supports adviser queries and provides financial advice, ensuring an outstanding customer experience.
You’ll be responsible for driving a customer-centric digital transformation in the business. Developing, executing and optimising the customer service operations and digital channels.
This is a hybrid role based in our Swindon office, with the requirement to be in the office 2 days a week.

• Ensuring smooth running of the contact centre to conform within service levels and drive agreed customer outcomes.
• Developing and implementing a comprehensive digital strategy in line with the customer strategy for the business.
• Lead the digital transformation initiatives to enhance customer experience, operational efficiency and service innovation.
• Champion customer-centricity across the organisation by designing and implementing service models that meet evolving customer needs.
• Oversee the development and management of digital platforms (online, chatbots, AI driven services).
• Drive continuous improvement in customer journeys by being insight led and working in partnership with other functions and teams to fix broken processes and journeys.
• Establish and monitor customer service KPIs, such as CSAT, First Contact Resolution & NPS.
• Develop and implement feedback loops.
• Build and manage a high performing team, fostering a culture of innovation, collaboration & customer focus.
• Manage relationships with external vendors and service providers, ensuring they meet performance standards and align with business needs.
• Ensure all digital and customer service activities are compliant with financial regulations, data privacy laws and internal security policies.
• Work with risk management and compliance teams to address any potential issues related to customer channels.