118 118 Money
Head of Customer Service
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Head of Customer Service
Who are 118118 Money? At 118 118 Money, we are dedicated to helping Britain achieve financial fitness. In 2023, we proudly relaunched the iconic 118 118 twins, reaffirming our commitment to improving the financial health of individuals across the nation. Our loans and credit cards are designed specifically for those often overlooked by mainstream lenders, empowering over 800,000 customers on their journey to better financial well-being.
Our vision is to champion financial fitness throughout Britain by offering accessible products, valuable resources, and unwavering support. We are on a mission to provide fair and transparent credit solutions that promote financial well-being for all.
With an impressive 4.8 Trustpilot rating, we take pride in being an approachable lender, ready to provide clear financial support. If you’re inspired by what you’ve read and want to make a real difference in people's lives, keep reading—your next opportunity to contribute to our mission could be just a few clicks away!
Job purpose: The Head of Customer Service will be responsible for ensuring that all customer facing (and operational support teams) are motivated to continually strive to improve customer experience and the achievement of great customer outcomes. They’ll be the voice of the customer, making recommendations which help shape and drive change. The role will work very closely with Risk and Compliance and the wider business, to ensure that customer experience and compliance with regulatory obligations is a consistent point of focus.
This role is a role which is subject to certification by us under the Senior Managers and Certification Regime (SM&CR).
Key responsibilities and objectives:
The Head of Customer Service focuses on customer needs and drives continuous improvements to increase customer satisfaction by:
Leadership and Culture Foster a customer-focused culture, ensuring customer-facing teams work proactively and collaboratively to enhance the customer journey and deliver good customer outcomes in line with Consumer Duty. Champion an open, transparent and inclusive employee culture, promoting collaboration, mutual respect and clear communication at all levels. Lead and maximise team performance, proactively addressing underperformance while developing high performers in line with personal development plans. Operational Management Manage the end-to-end outsourced Customer Service operation, covering back office, Quality Assurance, Training and Workforce Management. Ensure appropriate resourcing across teams to deliver timely resolutions in line with internal SLAs and regulatory timeframes. Manage complex, high-risk and high-profile customer escalations effectively. Oversee the complaints function, ensuring fair, balanced and thorough investigations that deliver appropriate and proportionate customer outcomes. Risk, Compliance, and Specialist Support Oversee the Financial Crime teams to ensure effective detection, prevention and investigation of financial crime activities. Work closely with the Money Laundering Reporting Officer (MLRO) to maintain robust policies, procedures and regulatory compliance. Lead the Vulnerable Customer and Specialist Support team, ensuring expert handling of complex and sensitive customer needs. Engage with the Financial Ombudsman Service (FOS) and other third parties where required. Insight, Governance, and SME Leadership Oversee the Customer Insight function, ensuring high-quality root cause and trend analysis to identify process gaps and inform continuous improvement. Act as the SME for all customer-facing activities, maintaining a strong understanding of processes, policies, operating rhythms, performance metrics and regulatory expectations. Act as the voice of the customer by sharing insight and MI across the business, making recommendations and driving actions through to completion. Continuous Improvement and Innovation Design and implement the customer service automation strategy, identifying agent roles and workflows suitable for AI and automation, driving measurable headcount efficiency.
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What you’ll need: Solid understanding of customer operations within financial services, including specialist areas such as complaints and vulnerable customers Ability to manage diverse teams across multiple locations – including overseas travel, ensuring alignment, effective communication and consistent support to drive success Ability to develop and adapt process to meet overarching customer focused strategy Good understanding of the regulatory landscape Ability to handle and support critical conversations Ability to identify and develop risk strategies to meet business objectives Competent and good understanding of the importance of Information Security and associated frameworks 3-5 years managing processes within financial services Previous experience managing customer care teams would be advantageous Working knowledge of call centre and outsourced technical and back office services Worked within Financial Services across a multi-functional environment Strong understanding of the guidelines as laid out in the FCA handbook Knowledge of Financial compliance frameworks and associated control sets Have worked within an environment that operates against stringent risk metrics Have led and conducted continuous improvement programs to deliver streamlined, cost effective outcomes Working knowledge of ISO27001 would be beneficial Educated to a bachelor’s degree level or equivalent Customer focused Strong negotiation, management, and decision-making skills Excellent analytical, problem-solving and organisational skills Technologically savvy and understands core business process dependencies
What's in it for you? A competitive salary Flexible, hybrid working opportunities. Company bonus scheme - if the business does well, you should get rewarded for your hard work. 25 days annual leave, (plus bank holidays) increasing to 27 after two years service and 30 after five. Company pension scheme – we provide an enhanced pension scheme with generous employer contributions to set you up for the future which includes life cover of 4x your base salary. Eye test – you can claim a freebie each year, or if your needs change. Employee Assistance Programme - we offer membership to a recognised scheme to support you and your wellbeing. A strong ethos of equality, diversity, and inclusion. Wide business exposure, in terms of business disciplines, projects and stakeholders. Direct contribution to business transformation and growth. Huge learning and career progression opportunities. Being valued as an individual from our team. Full training, support and mentoring to develop a successful career in financial services.
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Like what you’ve heard? Great - apply now! As a candidate, we know the interview process can be daunting and it’s important that you have a great experience with us. We will do all we can to make sure you are fully informed and excited by our story so we get to see the best from you. If you need any adjustments made to help you with the interview process, just let us know by emailing claire.hinson@118118money.com and we’ll do our best to accommodate them.
Following your application, we will want to learn more about you, your motivations, experiences, and values. In turn, you get to learn about our business, our culture, the role and what we can offer you.
If you think you’d be great for the role, but don’t necessarily tick all the boxes, we’d still love to hear from you, so apply today and take the first step towards an excititing future!
Equal Opportunity Employer At 118 118 Money we are passionate about equality, diversity, and inclusion. We are committed to being representative of different cultures, background, lifestyles, and groups, where everyone has an equal chance to succeed. It is our policy to treat everyone fairly and to ensure no one is disadvantaged or receives less favourable treatment. We recognise that everyone has different needs and while we can’t accommodate every flexible working request we are more than happy to have a conversation about it.
How we handle your data 118 118 Money requires your personal data to process your application for a position within our Company. If your application is successful through to telephone screening/interview, and you are not selected for a role, we may store your personal data for 12 months to enable our HR team to contact you should future roles be advertised.
Where you apply, but are not selected for telephone screening/interview, we will delete your personal data once the position is filled.
118 118 Money does not use automated decisioning or profiling when selecting candidates.
For your rights under GDPR please see our Privacy Policy.
Please be aware that should we pursue your application, all our Financial Services employees will be expected to complete background checks to assess suitability for employment, these include; a criminal record, identity, sanctions, adverse finance, fraud prevention and reference checks to comply with our regulatory requirements.
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