Head of Quality & Service


£30000 - £50000 per annum + Benefits


United Kingdom,Lancashire

Job Type



Head of Quality & Service Job in Lytham - Jobsite

A award winning financial services company based on the Fylde Coast is looking to recruit a Head of Quality and Service due to recent and planned growth. This is a new role that will be responsible for be responsible for all aspects of service delivery, consistency, excellence and ensuring customer satisfaction and compliance across the umbrella side of the business.

Responsibilities include;

Embed a culture of continuous improvement focused on creating the best customer experience
Responsible for embedding a customer focused environment in which service excellence is the norm
Deliver and embed the Customer Service Champion initiative, managing and developing Champions
Contributing to and securing customer service training and development, utilising both internal and external resources

Deliver an effective audit schedule aimed at ensuring the quality and consistency of service remains at the expected level
Manage, train and facilitate the development of direct reports within the Team. Overseeing their activities such as:- audits; training; introducing and preparing for procedural changes
Carrying out internal audits in preparation for external audits to ensure audit success and compliance
Responsible for the development of customer service KPIs, ensuring that Team Managers deliver the expected results

Encourage, collate and report on customer feedback and surveys and act on the findings by driving forward and communicating identified opportunities for improvement
Management of the improvement log and personally taking ownership of ensuring responses to complaints are timely and resolved to the satisfaction of the customer
Researching and collating evidence to support employment disputes
Advising on best practice and working with managers to better understand complaint types and together agreeing actions that will significantly reduce or eradicate the possibility of re-occurrence

Support Operations with improvement and change projects, as required
Assist the Directors with the creation and collation of Marketing content to promote company services and activities to internal and external stakeholders
Analysis of leavers to identify ways of retaining business

Ideally you will be from a Customer Service and/or HR Management background and have worked within a similar sector. You will be a strategic thinker with high attention to detail and the ability to prioritise workloads and meet deadlines. Previous experience of management is essential.

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