Location
London

Hours
Hybrid Work Environment - Minimum 2 days per week in-office for Levels 1-5, Minimum 3 days per week in-office for Level 6 and above

Salary
Negotiable

About the Role
We have an exciting opportunity for a senior leader to join our Customer Operations team at ClearScore Technology Limited. Reporting into the Head of Customer Operations, you will lead our Escalations Team, own our outsourced contact centre relationship, and play a pivotal role in advocating for our users across the business. This is a high-impact role at the intersection of operations, product, and user experience. You will work closely with teams across ClearScore — including Product, Engineering, Compliance, and Legal — to drive improvements that matter to our users at scale.

Key responsibilities include leading and developing a team of senior Individual Contributors within the Escalations function, managing the relationship with our outsourced contact centre to drive performance and continuous improvement, acting as a senior voice for ClearScore users by identifying patterns and systemic issues and working cross-functionally to resolve them, collaborating with Product, Engineering, and other teams to deliver improvements to the user experience, monitoring escalation trends and using data to inform strategic decisions, and contributing to the broader Customer Operations strategy and leadership team.

ClearScore is the UK's #1 credit score and report app, with over 20 million users globally. We are user-centric, design-led, and data-driven, fostering a culture that values smart, driven, passionate, and diverse people. We offer flexible work arrangements, no micromanagement, and a focus on outcomes rather than effort. Our inclusive culture encourages wellbeing, career growth, and contribution from all levels of the organisation.

Benefits
25 paid holidays plus a “duvet day” on your birthday
Private health and dental cover including mental health support through Bupa GP office visits
Life assurance scheme
Up to 6% matched pension
Regular Lunch and Learns with guest speakers
Dog-friendly office
Daily breakfast and free snacks
Access to discounts via Cobens Extras
Free sports and social clubs
Continued investment into learning and development
Leadership-led training
In-house psychotherapist
Financial coach to help you plan and achieve your goals
No clock-watching culture
Generous maternity and paternity plans
Culture and inclusion representatives
Transparent pay structure and a career growth plan

Experience
Proven experience leading customer operations or escalations teams within a fast-paced, regulated environment, ideally in fintech or a similar digital-first industry.
Experience managing and developing relationships with outsourced partners and BPO providers, driving performance, accountability, and continuous improvement.
Strong people leadership skills, including coaching senior team members and managing performance through support and constructive feedback.
Strong cross-functional influencing skills with a track record of driving product or process improvements.
Data-driven mindset with strong analytical skills.
Excellent written and verbal communication skills.
Experience with CRM tools such as Zendesk is a plus.

About you
A genuine passion for customer experience and user advocacy.
Enthusiastic about working collaboratively across teams to deliver meaningful improvements.
Comfortable operating in a dynamic hybrid work environment balancing remote and in-office collaboration.
Committed to fostering an inclusive culture and supporting diverse teams.

Qualifications
No specific qualifications are mandated; however, relevant experience in customer operations leadership and a strong commitment to continuous learning and development are essential.