Job Description

Head of Customer Operations

Location - Milton Keynes, Hybrid

Salary - 70,000 depending on experience

Contract Type: Permanent - 37.5 hpw

Are you a strategic leader with a passion for delivering exceptional customer service and operational excellence? Do you thrive in dynamic environments where innovation, collaboration and continuous improvement are at the heart of everything you do?



We're looking for a Head of Customer Operations to lead and inspire a talented team of professionals across Customer Relations, Loyalty, Claims, Complaints, Business Support and Client Services.



This is your opportunity to shape the future of how we engage, support and retain our valued customers--driving satisfaction, loyalty, and sustainable growth.

The Role

As Head of Customer Operations, you will be responsible for the strategic and operational leadership of all customer-facing and support functions, including:

Directing both the Client Support Team (CST)--our first point of contact for customer enquiries--and the Platform Delivery Support Team, responsible for resolving technical issues and escalations. Embedding a 'Sales Through Service'culture across all customer interactions. Driving operational excellence through performance management, continuous improvement, and technology-led transformation. Acting as the voice of the customer, influencing senior stakeholders and collaborating cross-functionally to improve service and platform delivery.

What You'll Bring

Essential Experience & Expertise:

Leadership experience in customer operations, ideally in a regulated or technology-enabled environment. Proven track record in managing diverse, multi-functional teams--including technical support and front-line services. A strong background in process optimisation, service transformation, and change management. Expertise in customer delivery models, service metrics, and complaint resolution frameworks. Ability to engage and influence senior stakeholders across the business. Strategic thinker with a strong commercial and customer-first mindset. Analytical and data-led, with the ability to present insights that shape decision-making.


No candidate will meet every single desired qualification. If your experience looks a little different from what we've identified and you think you can bring value to the role, we'd love to learn more about you!



Personal Group is proud to be an inclusive employer and encourages applications from a diverse range of candidates. If you require reasonable adjustments to assist you with the application and/or recruitment processes, please contact our Recruitment Team.


The Personal Group family offer a range of products help protect, connect, and engage the UK workforce with communication tools, employee benefits, and health insurance plans. Innecto offer specialist pay and reward and employee experience consultancy. Together we provide a full-service solution to help our clients stand out as an employer of choice.



Our mission is to protect the unprotected and connect the unconnected. We want to make work happy, for everyone.



Why? Because when people are happy, they're more productive. And when people feel like they make a difference, they do.



Today we're making work happy for more people than ever before and we are looking for great people to help create a brighter future for the UK workforce.



Could you be our next great hire?

Personal Group: Simple, seamless employee services.

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