Head of Customer Service

The Embark Group journey began in 2013 and we have grown to become one of the UK's largest retirement savings providers. Our capabilities span all types of pension, platform, investment research and consulting, property investment administration, employee benefits and actuarial services.

We have a strong track record of applying the very latest technology to our businesses, alongside smart capital and even smarter people to help each of our businesses grow.

How will you make an impact as the Head of Customer Services

You will have a key strategic and operational leadership role responsible for the development, continuous improvement and delivery of customer service and the strategic development of operational requirements, process and technology, to deliver key service outcomes for customers.

You will have significant levels of responsibility and accountability for operational delivery along with being responsible for identifying and developing all culture, process and performance improvements and efficiencies for the customer and for leading and developing a team, who deliver customer interactions across multiple channels

What your day will look like as the Head of Customer Services

  • Strategically lead and develop an operational management team to enhance performance by setting clear accountable performance measures
  • Create a culture and processes which achieve the business goals and objectives with regards to their customer service and improve the NPS (Net Promoter Score)
  • Reduction of the cost to serve and enhance the First Call Resolution
  • Identify new tools and technologies to better serve the customer
  • Use Customer Insight and Root Cause Analytics to identify companywide improvements and present these to the Board/Senior Stakeholder Peers
  • Act as the Voice of the Customer across the organisation
  • Accountable for ensuring full regulatory compliance and legal requirements. Identification of any potential risk issues
  • Define, negotiate and agree the effective utilisation of resource in line with service specifications, working with, or being responsible for resource planning and MI teams to plan the required resource in conjunction with business objectives and service level agreements
  • Work effectively with all peers and stakeholders Commercial and Finance, Marketing, Operations to negotiate and influence customer improvements
  • Continually develop improvements and embed successful change projects

Who you are and the experience we’re looking for

  • Proven track record of building, leading and motivating teams with a regulated environment with strong relationship skills with extensive experiencing of managing operational customer service teams
  • Strong understanding of how a Retail Client, IFA or Corporate Client may use Platforms to support their business with in-depth understanding of the Platform market and key issues facing IFA’s and consumers within the UK
  • Demonstrating a commitment to development and continuous improvement
  • Knowledge of risk management, Treating Customers Fairly and Conduct risk
  • Strong strategic and customer focus with a clear understanding of the wider issues impacting the relevant markets
  • Established track record of exceeding targets, KPI’s SLA’s, in a quality led, legislative compliant environment with the ability to interpret MI and develop strategy and make recommendations
  • Demonstrate ability to motivate and communicate with others at all levels
  • Influential relationships skills at all with the ability to use these relationships to deliver service improvements

What's in it for you as the Head of Customer Services

We're committed to ensuring we offer our people a great place to work, with competitive salary, contributory pension plan, life assurance and flexible benefit scheme to allow you to select benefits that are most appropriate for your lifestyle and personal circumstances.

Our Culture

Embark Group is a growing, vibrant and exciting place to work, we have many social and wellbeing initiatives which ensures we keep our sense of community alive even during challenging times. Our culture is described by our employee’s as one that communicates, listens and involves its people at every level. 

We enable our people to work with a positive joint purpose and go the extra mile. We know each other, share information and stay connected. Our people are proud to be part of a culture where we do the right thing by everyone who we are connected with. Our DNA is what makes the Embark Group a great place to work

Embark Group is an equal opportunity employer. We encourage diversity and are committed to creating an inclusive environment for all employees

This role falls under the FCA’s T&C (Training and Competence) Regime and the Senior Managers and Certification Regime (SMCR). Full guidance and training on the requirements will be given to you, if you are successful in applying for this role

Or, know someone who would be a perfect fit? Let them know!


BOLTON  ∙  View all open roles here ›

EDINBURGH  ∙  View all open roles here ›

DUNDEE  ∙  View all open roles here ›

LEEDS ∙  View all open roles here › 

LEICESTER  ∙  View all open roles here › 

LONDON  ∙  View all open roles here ›  

SALISBURY  ∙  View all open roles here ›  

SWINDON ∙  View all open roles here ›  

Already working at Embark Group?

Let’s recruit together and find your next colleague.


Applicant tracking system by Teamtailor