A well established stockbroker is looking for a Head of Customer Services to be responsible for the management of the contact centre covering both telephone and written correspondence teams. He / she will be expected to set the direction of the Customer Services department within the overall framework of the business plan.

The Head of Customer Services will report to the Chief Operating Officer.

Key accountabilities

 Create and implement Customer Services strategy in line with business plan, including proactive capacity planning, resource allocation and management
 Maintain and develop current planning and reporting tools
 Day to day management of the company’s Customer Services function including call centre operations and third party suppliers where appropriate.
 Effective management of the performance of the Customer Service team, ensuring the delivery of consistent high standards of customer service
 Regularly review customer service quality through a defined monitoring program
 Develop and monitor service delivery standards in accordance with both customer’s expectation and the company’s internal requirements, ensuring that the relevant statistics are reported through appropriately devised KPI schedules.
 Ensure compliance with relevant regulatory requirements
 Manage the performance of staff, providing direction and leadership and helping maintain high levels of morale
 Manage the relationship between Customer Services and other key functions; with particular emphasis on settlement, custody and dealing
 Provide strategic input to the development of the business, identifying opportunities for operational efficiencies and process improvements.
 To be responsible for and to initially prepare a departmental budget and to report monthly against this budget

Recruitment criteria
The ideal candidate will have approximately 10 years relevant financial services experience, ideally including UK stockbroking, from which they can demonstrate:
 A successful track record at equivalent management level
 Strong negotiation, interpersonal, leadership and communication skills
 Ability to delegate, prioritise and manage workloads
 High level of numeracy, controls and computer skills
 Strong commitment to total service quality
 Ability to translate strategic business plans into commercially delivered solutions

Other requirements/information
 Controlled functions
- CF30 - customer function
- CF29 – significant management
 Needs to be FSA Approved Person (required to pass the SII Certificate in Securities examination within 3 months of appointment)
 Needs to be Threshold Competent

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