About the Role:
London is a fast moving hub for technology, services, and customer led businesses, and at Redress Digital Solutions Ltd, we bring that same energy into how we support our clients and users. We are building a modern digital service platform designed to make customer experiences smoother, faster, and more reliable.
We are looking for a Head of Customer Operations who can take ownership of our customer service strategy and daily operational performance. This role is not just about managing tickets or supervising teams. You will lead the full customer operations function, improve service quality, strengthen internal processes, and make sure every customer interaction reflects the standards of a professional and trusted digital business.
You will work closely with leadership, product, compliance, and support teams to make sure customer needs are understood, issues are resolved quickly, and service delivery continues to improve as the company grows.
Why Work With Us?
The Environment: Our office is based in Shoreditch, one of London’s most active business and technology areas. We value a professional, collaborative workplace where people are trusted to take ownership and deliver strong results.
Operational Impact: Customer operations is central to our business. You will have a direct voice in improving customer journeys, service standards, and internal systems.
Modern Service Approach: We use digital tools, clear reporting, and structured workflows to support customers efficiently and professionally.
Growth: You will have the opportunity to lead process improvements, develop team capability, and help shape the customer operations function as the business expands.
Key Responsibilities:
Customer Operations Leadership: Lead the customer operations function and ensure high standards across support, onboarding, issue resolution, and service delivery.
Team Management: Manage, coach, and develop customer support and operations staff. Set clear performance expectations and support team members in meeting service targets.
Process Improvement: Review existing workflows and identify ways to improve response times, escalation handling, customer satisfaction, and operational efficiency.
Service Quality: Monitor customer interactions, service metrics, and feedback to maintain consistent quality and identify areas for improvement.
Stakeholder Coordination: Work closely with product, compliance, finance, and senior leadership teams to resolve customer issues and improve the overall customer journey.
Reporting and Performance: Prepare operational reports, track KPIs, and provide clear updates on team performance, service trends, and improvement plans.
Escalation Management: Handle complex or sensitive customer issues with professionalism, sound judgement, and a solution focused approach.
What We Are Looking For:
Experience: 6 or more years of experience in customer operations, client services, service delivery, or a similar operational leadership role, with at least 2 years in a management position.
Leadership Skills: You can lead teams, improve performance, manage workloads, and create a positive and accountable working environment.
Operational Mindset: You understand how to build efficient processes, manage service standards, and use data to improve performance.
Customer Focus: You are confident handling escalations, improving customer satisfaction, and making decisions that balance customer needs with business priorities.
Communication Skills: Strong written and verbal English communication skills are required. You should be confident presenting updates to senior stakeholders and communicating clearly with internal teams.
Tools and Reporting: Experience using CRM systems, ticketing platforms, spreadsheets, dashboards, or customer service reporting tools is highly desirable.
Mindset: You are organised, practical, calm under pressure, and able to lead teams through busy operational periods while maintaining a high standard of service.
Pay: £5,800.00-£7,200.00 per month
Benefits:
- Free parking
- On-site parking
- Private medical insurance
Work Location: In person
