Director of Customer Service

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Director of Customer Service

Working hours: Our permanent hybrid policy will see us all working at least four days in the office across the fortnight.

London docklands and an office in Coventry

As demands upon us have grown ever more complex, we now need a far stronger centralised Customer Service function. Working closely with Casework directorates, this director level role will report into our Chief Operating Officer and will crucially lead and evolve our Customer Experience and Quality strategies.

The Director of Customer Service will have oversight for our operational customer contact functions as well as our Customer Experience, Quality and Knowledge teams and will be accountable for enabling high quality casework and driving improved customer service.

Working with our Executive Board, the Director of Customer Service will use customer data to ensure we keep our service promises by using insight to understand and improve the speed and quality of the customer journey and outcomes. They will work with the Independent Assessor to implement any feedback from the annual report and will develop and lead on all strategies and frameworks relating to customer service and overall quality.

To succeed in this role, you’ll need to demonstrate that you have worked successfully within a senior leadership team, ideally in a large organisation that prides itself on customer service excellence. You’ll have substantial experience of translating strategy into delivery to create increased efficiency and effectiveness and you’ll be able to work with ambiguity, whilst still applying a ‘big picture’ approach to insight. This is a challenging and influential senior role, working with all levels, across every function in the organisation to improve service for our customers today and influence the direction of the services for the future. The right applicant will need to demonstrate the ability to build strong internal and external relationships by influencing, engaging and being a positive role model.

Key responsibilities

Minimum Criteria

Desirable Criteria

We would also like you to have the following skills:

Our people are the most important part of delivering our purpose. If it wasn’t for their amazing efforts, ideas and commitment we wouldn’t be able to make a difference that we do today. So, we offer an attractive, competitive salary and flexible benefits to suit them.

Here’s a list of some of the many benefits and perks you can get for working with us:

How do I apply?

Please upload (as one document) your CV and a statement answering the following question in no more than 500 words.

“Taking into consideration the minimum criteria, in your own words, please highlight why your experience makes you the right candidate for the role”.

Applications need to be fully completed (including the statement) and uploaded by 11:59pm on Sunday 4 June.

Applications will be reviewed throughout this period.

Should you be successful at application stage, you’ll be invited to a telephone interview with a member of the Resourcing team. Telephone interviews will be held w/c 5 June.

Should you be shortlisted, you will be asked to complete assessments and a session with a psychologist w/c 12 June. Followed, by an in-person interview w/c 19 June. Likely to be either 21 or 22 June. The interview will include a presentation and competency based interview questions.

A full job profile is available on request and will be provided to candidates shortlisted to the first stage of the assessment process.

We’re proud to be an inclusive employer

We view diversity as fundamental to our success and welcome applications from underrepresented groups across all communities.

We’re committed to being a great place to work– attracting and developing people from the widest possible range of backgrounds. We want everyone to perform at their best and feel able to be themselves. We understand that if we’re diverse and inclusive, we’ll better understand different perspectives, which is fundamental to our job resolving financial complaints.

We welcome applications from Black and other ethnic minority candidates, and female candidates, for all positions and particularly so for senior leader positions as they are under-represented within the Financial Ombudsman Service at this level.

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Good luck with your application!