Head of Customer Support Newcastle upon Tyne, England
Job description
About the Role
As Head of Customer Operations Support you will play a key role within the Operation, providing support to enable the smooth running of Newcastle Strategic Solutions Customer Service Centre.
You will be responsible for a newly created centralised planning and resource management team and an MI and Insight function. You will also be responsible for leading an operational change delivery team that leads on projects that impact our Customer Service Centre, and our operational colleagues. You’ll ensure that change supports the operational strategy, and lands and embeds successfully within the Customer Service Centre and wider operational teams and for our end customers.
About You
If you have a flair for Resource Planning/MI and Insight alongside Operational Management we’d love to hear from you!
This is a newly created role and you will be leading a change delivery team that coordinates overall project and service improvements. Therefore you will have the experience to lead and develop the team and the outputs to help ensure we have the relevant data to support our business strategy.
You will have strong leadership skills and be able to develop and create long lasting relationships with our clients and customers both internally and externally.
You will have a natural interest in continuous improvement and an aptitude to support with the design of the operational systems and tools which will help us to deliver a great colleague and customer experience. NICE IEX workforce management system experience would be desirable.
About Us
Newcastle Strategic Solutions is the UK’s leading savings management platform and one of the North East’s most established and successful FinTechs! We provide savings management and technology services for new challenger banks and established providers across the UK. Our work has earned us an enviable reputation in the market as the best at what we do.
As part of Newcastle Building Society you will be working in an exciting, friendly and fast-paced workplace, with amazing opportunities for self-development and career progression where you can realise your potential and do your best work.
As an inclusive employer and a member owned mutual, we aim to reflect the communities we serve in order to drive the right colleague, customer and business outcomes. We encourage applications from candidates from a variety of backgrounds and life experiences, providing the diversity of thought required to constructively challenge and drive innovation.
We operate on a hybrid model of working, this sees our colleagues work some days from home and some from our office in Cobalt Business Park, we'd love to talk through how this might work for you. Your work life balance is important to us, if you’d rather spend more time at home that’s fine by us, likewise if you prefer to spend a little more time in the office that’s fine too. We welcome conversation around when, where and how you work.
This role can also be considered on flexible working arrangements and we actively encourage those who consider themselves suitable for the role yet would prefer part-time arrangement or compressed hours to get in touch to discuss any requirements/preferences with us
What do you get in return? As well as receiving a competitive annual salary based on above-market pay scales, our reward package includes:
- A 35-hour weekly contract + flexible working options
- 30 days holiday each year plus bank holidays
- Bonus scheme
- Pension scheme
- Life assurance and income protection
- Access to a range of wellbeing benefits
- Electric car salary sacrifice scheme
- Cycle to Work scheme
- Above statutory family leave entitlement
- The option to buy extra holidays
- Two paid volunteering days each year
- A broad range of learning and development opportunities
- Hybrid working - we welcome any discussions around where, how and when people work including part-time hours.
- Free onsite parking
Upon starting a new role with us, we will ensure you are equipped with the correct tools and technologies to enable you to do your best work within your hybrid arrangement.
Job Types: Full-time, Permanent
Salary: £85,000.00 per year
Benefits:
- Company pension
- Cycle to work scheme
- Free parking
- Gym membership
- Life insurance
- On-site parking
- Private medical insurance
- Referral programme
- Sick pay
- Wellness programme
- Work from home
Work Location: In person
