As the Head of Customer Support Services, you will be responsible for the smooth running of the day-on-day high volume support services, including Payments, Vetting Provider & Agency Management & Digital Delivery. In this role we are looking for the successful candidate to optimise processes, introduce automation and leverage AI to enhance customer experience & drive operational efficiency & scalability of the support function. This is a strategic leadership role where you will be required to drive improvements in customer journeys. You will lead and manage a range of service functions to exceptional standards of service delivery and high-volume outputs ensuring the safe execution of the controls across all areas. This is a hybrid role based in our Swindon office. The benefits: Salary – £65,000 - £85,000 Bonus scheme - on target bonus – 17.5% Car allowance - £5,486 Pension scheme - contribute up to 5% of your salary and Openwork will match you and put in an extra 5% Critical illness cover Income protection - 1x salary Death in service - 4x salary 27 days holiday bank holidays, with the opportunity to buy up to an additional 10 days A range of other flexible benefits to include private medical insurance, dental insurance and much more. Your responsibilities will include: Develop and implement a comprehensive support service strategy in line with the customer strategy for the business. Lead the automation and Artificial Intelligence initiatives to enhance customer experience, operational efficiency and service innovation. Identify and evaluate opportunities to introduce automation into support workflows (e.g., chatbot integration, automated ticketing system). Lead the implementation of AI-driven solutions to enhance service delivery, such as AI-powered customer sentiment analysis & predictive support. Oversee the use of AI tools to automate routine queries, freeing up staff for more complex tasks. Optimise support processes by streamlining workflows and reducing manual interventions where automation can be introduced. Ensure that support service KPIs (e.g., first response time, customer satisfaction score) are met & continually improved. Ensure the support structure is scalable, reliable and equipped to handle increased volumes on the back of customer growth. Use data analytics to assess the performance of the support team and implement targeted training or process changes. Report regularly on the performance of the support services and act as a key point of contact for escalated customer issues. Drive continuous improvement in customer journeys by being insight led and working in partnership with other functions and teams to fix broken processes and journeys Build and manage a high performing team, fostering a culture of innovation, collaboration & customer focus Ensure all automation & customer service activities are compliant with financial regulations, data privacy laws and internal security policies. What will you need to succeed? Proven leadership and people management skills, with the ability to motivate and develop teams. Strong technical understanding, and implementation experience, of AI/ machine learning & automation technologies. Excellent analytical skills and the ability to leverage data for decision making. Strong collaboration skills with experience of overseeing technology driven implementations. Excellent communication & interpersonal skills with the ability to build relationships with senior stakeholders. Proven ability to engage at all levels, creating buy in and developing a collaborative way of working. The ability to coach team managers and colleagues to create a high performing team. You’ll need to be resilient, proactive, and driven in a changing environment. Budgetary experience. Why us? We're a dynamic, fast paced, and growing business with huge ambition. This is all made possible by the brilliant people who are part of The Openwork Partnership family. We're investing heavily in our colleagues, continuously striving to give them the platform to develop personally and professionally and reach their full potential. We’re also very proud of our culture, as one of the Best 100 Large Companies to work for in 2022. The Openwork Partnership values, and respects individuality and we are committed to building an inclusive culture and environment which truly recognises and celebrates our colleague’s individual differences and identities – just like our financial advice, for us, it’s personal. We believe everyone can make a difference and your race, religion, disability, and gender will never be a barrier. At Openwork, we have a strong ethic of care for each other where you can balance a successful career with your commitments and interests outside of work. We believe that you will bring your best self to work if you are trusted to choose when, where and how you do it.