Head of Customer Operations

On-site in West Yorkshire·Added 5 days ago (last checked 2 Nov)

Agency

Michael Page UK

1194 open roles

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Our summary

Salary: £70,000 - £75,000 a year
About £4,260 - £4,500 a month after tax.
Work mode: On-site, West Yorkshire
Contract: Permanent
Experience: Senior level

Skills

Nice to have

Pay & benefits

What you'll get

Permanent Head Of Customer Operations position in West Yorkshire (predominantly site based)
Salary of £70,000 to £75,000 dependent on the level of experience.
Extensive benefits package

The role

We are recruiting for an experienced and strategic Head of Customer Operations to lead and transform our customer service function within a highly regulated environment. This is a pivotal leadership role responsible for delivering exceptional customer outcomes while ensuring operational efficiency, regulatory compliance, and continuous improvement across the customer journey.

Head of Customer Operations
Regulated Industry / W.Yorkshire

What you'll do

Drive service delivery across multiple customer channels, ensuring consistent achievement of service level agreements and operational KPIs
Establish a culture focused on customer outcomes, quality, engagement, and accountability
Develop and implement strategies to improve customer satisfaction, first-contact resolution, and overall service effectiveness
Build and maintain strong relationships with key clients, stakeholders, and strategic partners
Act as the senior operational contact for escalated client matters and service reviews
Lead a culture of continuous improvement, identifying opportunities to enhance processes, systems, and customer outcomes
Deliver operational transformation initiatives using methodologies such as Lean, Six Sigma, or similar frameworks
Utilise data, customer feedback, and operational insights to drive performance improvements
Lead customer journey mapping exercises to identify pain points, opportunities, and customer experience improvements
Ensure customer-centric principles are embedded throughout operational processes and business change initiatives
Foster an inclusive, high-performance culture focused on engagement, development, and accountability

The Successful Applicant

A successful Head Of Customer Operations should have:

Experience leading customer operations and service delivery within a contact centre setting
Experience managing external 3rd party clients
Ability to map and improve customer journey
C-suite stakeholder engagement

Desirable:

Lean Six Sigma qualification or equivalent.
Experience leading digital transformation initiatives

About Michael Page UK

Michael Page is a recruitment agency that connects businesses with job seekers, offering services ranging from experienced professional hiring to executive search, scaled recruitment and outsourcing solutions. The company operates globally, with more than 100 offices across 34 countries.

Its teams blend market insights, data and advanced technology to deliver hiring outcomes, and it also publishes career advice and salary guides for job seekers.

Industry: Staffing

In their own words

About the company & team

Our Client is an industry leading, well known business across the UK who operate in a heavily regulated environment. To support recent growth they are now looking for a Head of Customer Operations to ensure Service Levels are met and improved up across the Contact Centre function

All open roles at Michael Page UK