Customer Services Manager - Financial Services

Customer Services Manager - Financial Services
Farnham
-45,000 DOE

Do you excel at leading high-performing customer service teams in a fast-paced financial environment? Are you ready to step into a strategic leadership role where operational excellence meets commercial growth?

We''re seeking a Customer Services or Sales Manager to head a dynamic client support function within a leading financial services organisation. This is an opportunity to shape a customer-first culture, drive measurable results, and lead a team that consistently delivers exceptional service to individual and business clients.

What You''ll Do

• Lead and Inspire: Manage a motivated customer service team, setting clear KPIs and coaching for high performance.
• Drive Commercial Success: Own departmental targets around customer satisfaction, retention, upsell opportunities, and revenue growth.
• Enhance Processes: Streamline operations to improve response times, increase client conversions to premium services, and reduce resolution times.
• Collaborate Across Teams: Work closely with sales, compliance, and operations to ensure seamless customer journeys and service-led growth.
• Strategic Impact: Provide insight and data to senior leadership, supporting board-level decision making.
• Champion Compliance: Ensure all processes meet regulatory requirements and industry standards.

What You''ll Bring

• Experience: At least 2 years in a client-facing, team-management role within financial services or a similar regulated industry.
• Leadership: Strong people-management skills with a track record of motivating teams to meet ambitious targets.
• Commercial Mindset: Comfort with KPIs, upsell metrics, and customer retention strategies.
• Communication: Excellent stakeholder management and problem-solving abilities.
• Organisation: Outstanding time-management skills and a passion for continuous improvement.

Desirable

• Experience managing cross-functional projects.
• Professional qualifications in customer service, finance, or management.

Benefits

• 25 days'' holiday plus bank holidays
• Company pension plan
• Healthcare cash plan
• Professional development and study support
• Perks platform and cycle-to-work scheme