Chief Operating Officer

COO - London, UK

Ref: 164Thursday 13 January 2022

£110k to £120k + Extensive benefits

Role: Chief Operating Officer

Location: Hybrid (Hemel Hempstead 2 days per week)

Salary: £110k to £120k + Extensive benefits



Job Summary


This is a new strategic and operational role covering customer experience, customer operations, adjudication and dispute operations, sales, marketing, client retention and operations in Northern Ireland.


Working alongside the Group Chief Executive, the Deputy Chief Executive [Resources], the Director of Technology and the Director of Human Resources, the post holder will be responsible for contributing to the Group’s overall corporate strategy as well as ensuring that the key operational teams deliver their contributions to the achievement of the Group’s key destination statements, objectives and targets.


Each of these operational teams has a competent Head of Department and the role of the Chief Operating Officer will be to orchestrate a united and harmonised team, all focussed on working effectively together to deliver success.


Principal Responsibilities


  1. Customer Experience and Customer Operations
  • Overall executive level responsibility for customer experience and customer operations;
  • Developing a coherent customer strategy for the Group, including a risk management plan;
  • Line management of the Head of Customer Experience and the Head of Customer Operations;
  • Line management of the Head of Northern Ireland;
  • Ensuring that all Government contract KPIs are met in relation to customer service;
  • Achieving customer service insight across the business and delivering improvements related to this;
  • Co-ordinating all Executive/Board reporting on customer services;
  • Identifying the means to improve the efficiency of customer operations across the Group;
  • Retaining the various customer service accreditations secured by the Group;
  • Ensuring that the key customer objectives as set out in the Group Corporate Plan are met.


  1. Sales, Client Success and Marketing
    • Overall executive level responsibility for sales, marketing and customer retention across the Group [excluding Scotland];
    • Developing a coherent Sales and Marketing strategy for the Group, including a risk management plan;
    • Line management of the Head of Sales & Client Success and the Head of Marketing;
    • Ensuring that the key sales and marketing objectives as set out in the Group Corporate Plan are met.


  1. Adjudication and Resolution Operations
    • Overall responsibility for adjudication and casework operations across the Group;
    • Developing an Adjudication and Resolution strategy for the Group, including a risk management plan;
    • Line management of the Head of Adjudication Services and the Head of Resolution Operations;
    • Ensuring that all Government KPIs are met in relation to the delivery of adjudication services;.
    • Ensuring that the Adjudication and Resolution objectives as set out in the Group Corporate Plan are met.



  1. General
    • As a key member of the Group Executive team contribute towards the development of corporate strategies across the Group, ensuring that the services provided by the Group meet the needs of customers and stakeholders;
    • Takes responsibility for the effective delivery of all budgets within the remit of the post;
    • Represents the Group externally as required;
    • Carrying out the role in a manner which will deliver outstanding levels of customer service;
    • Contributing towards the Group retaining its Customer Service Excellence and other accreditations;
    • Keeping abreast of developments in the private rented sector, new homes, customer services and ADR;
    • Able to handle a range of different tasks simultaneously and prioritise heavy workloads;
    • Able to identify with the aims and objects of the Group;
    • A flexible attitude to work is essential;
    • Undertaking any other duties as may reasonably be required by the Group Chief Executive.


Personal Specification


  1. Job Knowledge and Experience
    • Senior level experience, preferably over a range of disciplines.
    • Experience of managing senior teams.
    • Strategic management allied to delivery of operational details.
    • Financial and budget management experience.
    • Liaison with Government departments.
    • Contract management.


  1. Communication
  • Excellent communication and analytical skills.


  1. Values
  • Must be able to demonstrate a commitment to the values of customer excellence, fairness, teamwork and making a difference.


  1. General
  • Must be able to work in Hemel Hempstead for part of the week, although flexible/hybrid working will be encouraged.
  • Should be prepared to travel to other locations where required across the UK.


  1. Education
  • Must be educated to degree level or similar achieved through experience.
  • A Master’s degree or equivalent in a relevant business related subject would be desirable.



Benefits include

31 Days holiday

4 x Salary Life Insurance

BUPA Private healthcare free for colleagues plus the ability to add family members at costs

BUPA Wellbeing Cash Plan

Voluntary Dental Plans

Cycle to work scheme

Rental Deposit Loan Scheme