Head of customer service Work, Jobs in Kingston Upon Hull, Ery (with Salaries)

Head of Customer Outcomes & Product
Beverley Building Society —Beverley
- Up to £67,000 a year
- Full-time
- Hybrid work
- Management
- Product management
- Organisational skills
- Free parking
- Health & wellbeing programme
Quick apply
5d
Divisional Head of Parts
Motus Vehicle Solutions —Kingston upon Hull
- Data analysis skills
- Leadership
- Employee assistance programme
Quick apply
Head of Sector Sales - Defence
ARCO Limited —Kingston upon Hull
- Remote
- Leadership
- Employee assistance programme
- Employee discount
Call Centre Operator
Right Car —Kingston upon Hull
- Part-time
- Customer service
- Data entry
- In-person
Quick apply
12h
Service Colleague (Express)
ASDA —Kingston upon Hull
- £13.10 - £15.64 an hour
- Part-time
- Employee assistance programme
- Employee discount
11d
Van Driver Multi Drop
AAH Pharmaceuticals —Kingston upon Hull
- £13.27 - £14.23 an hour
- Overtime
- Driving
- Employee assistance programme
- Sick pay
Team Leader
ASDA —Kingston upon Hull
- £13.10 - £14.10 an hour
- Weekend availability
- Communication skills
- Annual leave
- Employee assistance programme
4d
ELV operative
EMR Group —Kingston upon Hull
- Full-time
- IT
- Annual leave
Quick apply
Assistant Manager
Admiral Slots —Kingston upon Hull
- £28,875 a year
- Weekend availability
- Customer service
- Annual leave
Quick apply
Venue Manager
Admiral Slots —Kingston upon Hull
- £33,789 a year
- Full-time
- Customer service
Quick apply
Customer Delivery Driver
ASDA —Kingston upon Hull
- £13.10 an hour
- Part-time
- Customer service
- Communication skills
- Annual leave
- Employee assistance programme
11d
Contracts Administrator
Sewell Group —Kingston upon Hull
- Full-time
- Microsoft Word
- Microsoft Excel
- Microsoft Outlook
- Employee discount
Quick apply
Head Chef
Ponto Lounge —Kingston upon Hull
- £37,000 - £44,500 a year
- Overtime
- Hospitality
- Bar
- Casual dining restaurant
- Employee discount
Quick apply
Head Chef
Loungers —Kingston upon Hull
- £37,000 - £44,500 a year
- Overtime
- Hospitality
- Bar
- Casual dining restaurant
- Employee discount
12d
Senior Business Analyst
Quickline Communications —Kingston upon Hull
- Full-time
- Salesforce
- Bachelor's degree
- In-person
- Free parking
- Annual leave
Quick apply
14d
ELV operative
EMR UK —Kingston upon Hull
- IT
- Annual leave
Team Leader- Credit Control- Bond International
Bond International —Pocklington
- £32,000 - £36,000 a year
- Full-time
- Microsoft Excel
- Management
- Customer service
Quick apply
6d
Engineer - Validation & Specification
Reckitt —Kingston upon Hull
- Communication skills
- Employee assistance programme
- Life insurance
Credit & Collections Officer
Bond International —Pocklington
- Up to £28,200 a year
- Full-time
- Microsoft Excel
- Customer service
- Administrative experience
Quick apply
6d
Supervisor
Admiral Slots —Kingston upon Hull
- £13.45 an hour
- Full-time
Quick apply

I want to receive the latest job alerts for head of customer service in kingston upon hull, ery

By signing in to your account, you agree to SimplyHired's Terms of Service and consent to our Cookie and Privacy Policy.

Head of Customer Outcomes & Product

Beverley Building Society -
Beverley

Quick apply

Job details

Permanent | Full-time
Up to £67,000 a year
5 days ago

Benefits

Free parking
Health & wellbeing programme
Company pension
Work from home
Employee discount
On-site parking

Qualifications

Management
Financial analysis
Product management
Organisational skills
Financial services
Communication skills

Full job description

About the role

The Head of Customer Outcomes & Product Manager has end-to-end accountability for ensuring that good customer outcomes sit at the heart of strategy, product design, and operational delivery. The role acts as the primary link between strategic intent and day-to-day execution, ensuring that products, policies, and services consistently deliver fair value and positive experiences for members. Reporting into the CCO, the role owns the customer outcomes framework, product lifecycle management, and supporting policies, embedding Consumer Duty principles across the organisation. This includes product governance, outcome monitoring, and customer experience standards, ensuring regulatory compliance while supporting sustainable growth. The role provides clear leadership over operational functions — including arrears management, marketing, and branch operations — ensuring that arrears strategies, communications, and support pathways are aligned to fair treatment, vulnerability considerations, and sustainable member outcomes. By coordinating delivery across teams, the Head of Customer Outcomes & Product Manager ensures that decisions are customer-led, evidence-based, and outcomes-focused.

Responsibilities and experience required

Product Management

Own the end-to-end lifecycle of mortgage and savings products, from ideation to withdrawal. Looking in detail at vulnerability and Consumer Duty
Monitor product performance, member feedback, and market trends to inform product enhancements. Lead Weekly Trading meetings to support operational excellence across both Savings and Mortgages
Collaborate with internal stakeholders to ensure products meet member needs and strategic objectives.

Pricing Strategy

Collaboratively working with Finance to Develop and maintain pricing models for mortgage and savings products.
Conduct competitor benchmarking and market analysis to inform pricing decisions.
Work closely with Finance and Treasury to align pricing with funding and liquidity requirements.

Governance & Fair Value

Lead the Society’s approach to product governance, including regular product reviews and fair value assessments in line with Consumer Duty.
Maintain documentation and audit trails for product decisions and governance processes.
Ensure compliance with regulatory requirements and internal policies.
Supporting Operations delivery of T&C scheme and developing ongoing improvements to skills and capability

Outcomes and Arrears Team

Provide leadership and oversight of the customer outcomes and arrears functions, ensuring consistent delivery of fair value, good outcomes, and positive member experiences.
Set clear standards, policies, and operational controls for arrears management, aligning approaches to forbearance, vulnerability, and customer support pathways with Consumer Duty requirements.
Monitor key arrears and outcomes MI (e.g., roll rates, cure rates, complaints, contact success, and customer feedback) and use insight to identify trends, root causes, and improvement actions.
Ensure communications and customer journeys in arrears are clear, timely, and supportive, with appropriate signposting and options that help members reach sustainable solutions.
Develop team capability through coaching, training, and performance management, embedding a customer-led, evidence-based culture focused on resolution quality and long-term outcomes.

Stakeholder Engagement

Work cross-functionally with Compliance, Risk, Finance, Marketing, and Member Services to ensure product integrity and alignment.
Present product proposals, performance updates, and governance outcomes to senior management and relevant committees.

Marketing

Lead and develop our marketing journey supporting both website innovation and external marketing to support the Societies external Brand.
Lead the broker comms and end to end journey for new product delivery

Savings Operations (Branch and Online)

Lead oversight of savings operations across branch and online channels, ensuring consistent service standards, efficient processing, and good customer outcomes.
Drive savings growth by improving conversion and retention across the website and digital journeys, while maintaining a strong branch proposition and local presence.
Ensure branch teams are aligned to savings objectives through clear guidance, training and competency expectations, and consistent customer experience standards.
Maintain effective controls and governance for savings operations, including quality assurance, product communications, and adherence to relevant policies and regulatory requirements.

Essential

Proven experience in product management or pricing within financial services, ideally in a building society or mutual.
Strong understanding of mortgage and savings products.
Knowledge of regulatory frameworks including Consumer Duty and fair value principles.
Analytical mindset with experience in pricing models and financial analysis.
Excellent communication and stakeholder management skills.

Desirable

Experience in a small or community-focused financial institution.
Familiarity with governance frameworks and committee reporting.
Understanding of member-centric product design and delivery.

Personal Attributes

Member-focused with a commitment to delivering fair outcomes.
Collaborative and adaptable, with a proactive approach to problem-solving.
Detail-oriented with strong organisational skills.
Comfortable working in a small team with broad responsibilities.
Arrears knowledge
Online and Branch savings operations experience

Pay: Up to £67,000.00 per year

Benefits:

Company pension
Employee discount
Free parking
Health & wellbeing programme
On-site parking
Work from home

Work Location: Hybrid remote in Beverley HU17 8AA

Quick apply

Refine Your Search

head of customer service jobs in kingston upon hull, ery

Head of Customer Outcomes & Product

Divisional Head of Parts

Head of Sector Sales - Defence

Call Centre Operator

Service Colleague (Express)

Van Driver Multi Drop

Team Leader

ELV operative

Assistant Manager

Venue Manager

Customer Delivery Driver

Contracts Administrator

Head Chef

Head Chef

Senior Business Analyst

ELV operative

Team Leader- Credit Control- Bond International

Engineer - Validation & Specification

Credit & Collections Officer

Supervisor

I want to receive the latest job alerts for head of customer service in kingston upon hull, ery

Related Searches

Explore jobs in more locations

Jobseeker tools

Employer Tools

Browse

Stay Connected