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Head of Customer Operations

Nov 03, 2020

Taking Care call centre

As part of the AXA Group, Taking Care provides around the clock support to over 70,000 people.  Through our personal alarm service we give people the confidence to live well and remain in the home they love.  Our ambition is to be the single source of products, services, information, and advice our customers can trust to take care of the essentials of life. 

We are looking to recruit a Head of Customer Operations to join our Senior Leadership Management team (SLT). This is a new and critical role to the success of Taking Care and its’ ambitions for growth. The Head of Customer Operations will have 6 direct reports and be responsible for the Customer Services, Field Operations, Warehouse, our Northern Ireland services and Scheduling. 

You will be required to provide the leadership focus to the delivery of our Customer Service Operations and be responsible for the delivery of exceptional service to our customers including distribution, installation, issue resolution and customer support. You will provide future strategic alignment for all areas of responsibility; driving high operational performance and agility of delivery in a fast-changing environment. 

You will represent the strategy and requirements of the Customer Operations division within the SLT and be a proactive participant and contributor to SLT’s strategic developments. You will be a role model for staff, delivering strong communication skills throughout the business and have experience of developing a culture of embracing business change and success. You will be responsible for ensuring there is effective management support for proactive and positive performance management, overseeing a culture of continuous improvement. 

As Head of Customer Operations, you will:

  • Design and deliver the Customer Service Strategy to ensure the function is aligned to Taking Care’s strategic plans for growth, increasing customer choice and operating across a range of B2C and B2B channels.
  • Create a culture of high performance and efficiency in all areas of responsibility.
  • Meet and engage with prospective clients and customers to ensure the effective delivery of Customer Operations’ activities, including during Local Authority/Housing Association tenders, implementation meetings and ongoing reviews.
  • Be involved in pre-tender design activities to ensure the requirements of Customer Operations support are correctly evaluated and supported.
  • Ensure the effective production of performance monitoring MI.
  • Ensure the effective delivery of workforce planning and scheduling, ensuring the delivery of appropriate resource levels to meet current and predicted future Customer Operations’ requirements.
  • Oversee the effective delivery of a forward and reverse supply chain, and a modern approach to customer ordering and fulfilment. You will take proactive responsibility for the customer supply and fulfilment journey.
  • Represent Customer Operations’ requirements and perspective in new product and service design discussions and launch activities.
  • Oversee a successful complaints resolution; ensuring any opportunities for continuous improvement are identified and appropriate actions implemented.
  • Be responsible for accurate budgeting and forecasting for the Customer Operations’ function.
  • Provide Senior Leadership support and input to ensure the effective delivery of Taking Care’s Business Plan, including delivery of PBT.
  • Ensure appropriate Customer Operations compliance with other cross-organisational standards, i.e. ISO9001.
  • Retain a working interest in new technology improvements that can improve the effectiveness and efficiency of the Customer Operations Team.
  • Ensure the effective delivery (including Scheduling) of Taking Care’s Field Engineer Team, and the maximisation of the competitive benefit of this unique proposition.
  • Oversee the delivery of all Telecare Services Association (TSA) standards to ensure Customer Operations’ compliance with the TSA Quality Standards Framework (QSF).
  • Ensure effective support and training mechanisms are in place to allow Customer Operations Team Members to successfully operate across a wider range of alarm devices and portals, as the increase in alarm devices is a key element of the company strategy.
  • Oversee the production, updating, and implementing of a comprehensive Business Continuity Plan, including ongoing refreshers.
  • Lead the pace of change and ensure the teams have capacity and capability to manage business change.
  • To influence and role model the cultural change required to enable Taking Care to become a successful commercial business and Employer of Choice.

Skills required in addition to those outlined above:

  • Operational experience of managing remote and multi-functional teams.
  • Proven leadership of high performing teams.
  • Evidence based decision making.
  • Ability to travel including overnight stays on occasions.
  • Be a decision maker with the proven ability to understand and interpret the operating environment and formulate business strategy to implement improvements in efficiency, productivity and service excellence.
  • Have the ability to work within a fast-paced environment with some degree of ambiguity at times.


  • Health and social care industry experience.
  • Previous experience of operating at a strategic and senior level.
  • Design and operation of Workforce Planning Models.

 Negotiable depending on relevant experience.

For the full job description please email

Please apply via Indeed with your CV and a covering letter and ensure you complete all the questions and the assessments.


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