Senior Manager Customer Services (Virtual Channels)

We have an exciting opportunity for an accomplished Senior Customer Service leader to take charge of our virtual Customer Service team, driving excellence in every interaction. In this pivotal role, you’ll ensure our customers receive outstanding service through innovative digital solutions, while shaping the future of how we connect and engage.

About the Role

You will lead the future of customer experience. We’re looking for a strategic and visionary leader to head our virtual Customer Service team and drive our digital transformation journey.

In this pivotal role, you will take responsibility for leading and inspiring a team of over 200 colleagues in our virtual customer service teams, ensuring that customers receive exceptional service every time. You will oversee the day-to-day operations, including workforce planning, forecasting and scheduling, to maintain efficiency and deliver outstanding results.

As a strategic leader, you will shape and deliver our virtual channel strategy, driving omnichannel integration and digital transformation. You will play a key role in our transformation journey, inspiring colleagues to embrace new ways of working that meet customer needs through their preferred channels. Fostering a culture of learning and development will be central to your approach, as you support colleagues and customers through evolving interactions.

You will lead ongoing process and system optimisation for future scalability, creating streamlined, end-to-end solutions that integrate seamlessly with channel advancements to enhance the customer experience. Collaboration will be key, as you work with cross-functional stakeholders and leaders across the business, using data-driven insights to improve the customer journey and overall satisfaction.

This is a unique opportunity to make a real impact, leading innovation and transformation at the heart of our customer service strategy.

About You

To be successful in this role we need the successful candidate to have:

• Proven leadership experience in a large-scale contact centre or customer service environment, ideally managing teams of 200+ colleagues.
• Proven ability to lead strategic change in customer interaction models, including redesigning how phone, web chat and video channels are managed and integrated across contact centres, branches and wider teams. Experience in shaping and implementing unified engagement strategies in partnership with transformation programmes, ensuring a consistent and customer-focused approach.
• Expertise in digital transformation and virtual channel strategy, with knowledge of omnichannel integration.
• Previous experience working in the Financial Services industry.