Head of Service Performance and Customer Service
Zilch is a payment tech company on a mission to create the most empowering way to pay for anything, anywhere. Combining the best of debit, credit and savings, we give our customers the option to earn instant cashback or spread the cost of pricier purchases, completely interest-free and with no late fees. Pretty great, right?
We started in 2018 with a small team and a big dream - to make credit accessible to all. Since then, we've achieved double unicorn status and taken on more than 4 million customers. There are some exciting projects coming up and we’ve got big growth plans.
Want to join us?
The role.
The Head of Service Performance and Customer Service will be responsible for optimizing the performance of the Customer Service, Workforce Management, Service Partner Management, and Training functions. You will provide strategic oversight, lead a cross-functional team and provide mentorship to functional Managers to ensure exceptional customer experiences, operational efficiency, and alignment with regulatory standards and business goals.
Day-to-day responsibilities.
Strategic Leadership and Oversight:
* Lead the Service Performance Team, ensuring alignment across Customer Service, Workforce Management, BPO, and Training functions to meet Zilch’s business goals.
* Collaborate with senior leadership to ensure that service functions and external partners are strategically aligned with broader company objectives.
* Set KPIs, SLAs, and performance targets across all service functions to drive measurable results, maintaining high levels of customer satisfaction (CSAT), first call resolution (FCR), average handle time (AHT), and productivity.
* Leverage data-driven insights to identify operational gaps, establish process improvements, and present recommendations to senior leadership.
* Ensure the Customer Service function delivers exceptional service at all customer touchpoints, including phone, email, and chat, maintaining a high standard of professionalism and service quality.
* Regularly review customer feedback and complaints to identify trends and pain points to drive actionable improvements for the business.
* Champion a customer-centric culture across all teams, ensuring that every interaction is driven by a commitment to positive customer outcomes.
Workforce Management:
* Develop strategies to enhance scheduling accuracy, optimize resource allocation, and ensure effective performance management towards the achievement of SLAs.
* Oversee service levels and performance metrics, driving corrective actions as necessary to maintain consistency and service excellence.
* Lead the Training function, executing a comprehensive strategy that aligns with Zilch's values and ensures all teams are well-trained to handle customer interactions.
* Collaborate with cross-functional stakeholders to ensure processes are in place to maintain robust training content and certification programmes that adhere to regulatory standards, best practices, and quality benchmarks.
Service Partner & BPO Management:
* Oversee relationships with service partners and BPO vendors, ensuring a robust vendor selection process is in place and service partners are aligned with Zilch’s goals.
* Establish service level agreements (SLAs) with BPOs and external partners, ensuring performance reviews are conducted regularly, opportunities for innovation & improvement are identified and corrective actions are taken as needed to enhance service delivery and customer satisfaction.
* Provide regular and comprehensive performance reports on service performance, including emerging trends, SLA compliance, and opportunities for operational optimisation.
* Mentor and develop a high-performing team, providing coaching, feedback, and growth opportunities for Functional Managers.
* Conduct regular performance reviews, setting clear expectations and driving individual and team-level targets aligned with departmental and company goals.
* Foster a culture of continuous learning, collaboration, and ownership within the team, ensuring they are equipped to solve problems and meet performance targets.
* Act as a point of escalation for complex queries, providing coaching to drive timely resolutions and positive customer outcomes.
Compliance & Risk Management:
* Ensure that all functional activities are compliant with relevant legislation, regulation, internal procedures, and industry standards (including FCA & GDPR regulations).
* Work closely with the Compliance, Legal, and Privacy teams to ensure all customer interactions and data handling practices adhere to regulatory requirements and internal policies.
* Leadership experience in managing Customer Service, Service Partner Management, Workforce Management, and Training functions, ideally in a fintech or financial services environment.
* Proven ability to lead and manage cross-functional teams, including managing and optimising performance across BPOs, WFM, and Training functions.
* Strong experience in vendor management and contract negotiation, with the ability to optimise third-party relationships for cost-effectiveness and service quality.
* In-depth knowledge of FCA regulations, GDPR, and compliance requirements in a customer service environment.
* Exceptional data analytics skills, with the ability to use insights to inform decision-making and drive continuous operational improvements.
* Experience in performance management, including setting and tracking KPIs and SLAs.
* Excellent communication, stakeholder management, and relationship-building skills at all organisational levels.
* Strong problem-solving and critical thinking abilities, with a proactive approach to driving improvements and solutions.
* Experience with customer service technologies, including CRM tools and workforce management platforms.
Compensation & Savings
* Pension scheme - 5% employee contribution and 3% employer contribution
* Death in Service scheme - 3x your annual basic salary to nominated beneficiaries
* Income Protection - up to 75% of annual basic salary to cover long-term injury or illness
* Share Options Scheme
* Private Medical Insurance including;
* GP consultations (video, telephone or face-to-face)
* Prescribed medication
* In-patient, day-patient and out-patient care
* Mental health support
* Physiotherapy
* Advanced cancer cover
* Employee Assistance Programme including
* Unlimited mental health sessions
* 24/7 remote GP & physiotherapy
* 24/7 helpline for emotional & practical support
* Savings & discounts on everyday shopping
* 1:1 personalised wellbeing consultations
Family Friendly Policies
* Enhanced maternity pay
* Enhanced paternity pay
* Enhanced adoption pay
* 5% cashback in Zilch rewards on purchases through the app
* £200 Zilch rewards bonus for WFH set up
Learning & Development
* Professional Qualifications
* Professional Memberships
* Learning Suite for e-courses
* Internal Training Programmes
* FCA & Regulatory training
To apply for this role, please submit your CV along with a cover letter.
We acknowledge receipt of your resume for a position at Zilch and we appreciate your interest in joining our business.
We will screen all applicants and select candidates whose qualifications meet our requirements. We will carefully consider your application during the initial screening and will contact you if you are selected to continue to the next stage of the recruitment process. We wish you every success.
Zilch Technology is an equal opportunities employer and we encourage all applications from suitably qualified and eligible candidates regardless of sex, race, disability, age, sexual orientation, religion or belief.
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