Customer Service Manager

The Customer Service Manager will oversee and enhance customer service processes within the financial services sector, ensuring a high-quality experience for clients. This role is ideal for someone with a strong background in managing teams and improving service delivery standards.Client DetailsOur client is a well-established organisation in the financial services sector, known for its commitment to delivering exceptional customer experiences. As a medium-sized company, they offer a collaborative and professional work environment.DescriptionLead, coach, and develop a team of up to 20 customer service/support colleagues, promoting a high-performance, customer-focused cultureSet clear objectives, monitor performance, and deliver regular 1:1s, appraisals, and development plansDevelop and implement customer experience strategies aligned with business objectives and FCA requirementsContinuously review and optimise customer journeys to improve satisfaction, retention, and outcomesLeverage customer feedback, complaints data, and insights to drive ongoing improvementsEnsure full compliance with FCA regulations, including Consumer Duty and Treating Customers Fairly (TCF)Foster a strong compliance culture, ensuring team understanding of regulatory obligations and customer outcomesMonitor customer interactions to ensure adherence to policies, scripts, and regulatory standardsOwn and drive fair, consistent, and effective customer outcomesOversee complaint handling in line with FCA DISP ..... full job details .....