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 Details

Our 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.

Description

• Lead, coach, and develop a team of up to 20 customer service/support colleagues, promoting a high-performance, customer-focused culture
• Set clear objectives, monitor performance, and deliver regular 1:1s, appraisals, and development plans
• Develop and implement customer experience strategies aligned with business objectives and FCA requirements
• Continuously review and optimise customer journeys to improve satisfaction, retention, and outcomes
• Leverage customer feedback, complaints data, and insights to drive ongoing improvements
• Ensure 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 outcomes
• Monitor customer interactions to ensure adherence to policies, scripts, and regulatory standards
• Own and drive fair, consistent, and effective customer outcomes
• Oversee complaint handling in line with FCA DISP rules and internal SLAs
• Implement and manage quality assurance frameworks to enhance service standards
• Monitor, analyse, and report on key KPIs (e.g., CSAT, NPS, first contact resolution, complaint volumes)
• Use MI to identify trends, inform decisions, and improve performance
• Identify inefficiencies and implement improvements to enhance customer and colleague experience
• Collaborate with cross-functional teams (Compliance, Risk, Operations, Product) to deliver change initiatives
• Identify, assess, and mitigate operational and conduct risks within the customer experience function
• Act as a key liaison for internal stakeholders, including Compliance, Risk, and senior leadership
• Communicate effectively across the organisation to align on customer experience priorities and regulatory expectations

Profile

A successful Customer Service Manager should have:

• Proven experience in managing customer service teams within the financial services or a regulated industry.
• Strong understanding of customer service principles and best practices.
• Excellent problem-solving and decision-making skills.
• Ability to analyse data and implement effective solutions.
• Outstanding communication and interpersonal skills.
• Commitment to delivering exceptional customer experiences.

Job Offer

• Competitive salary .
• Permanent role within the financial services industry.
• Opportunities for professional growth and development.
• Supportive and collaborative company culture.
• Based in a convenient location with excellent transport links.

If you are a motivated Customer Service Manager looking to make a positive impact, we encourage you to apply. This is an excellent opportunity to further your career in the financial services sector.