Online Customer Support Manager

What is the opportunity?

We have a fantastic opportunity for a dynamic and results driven Online Customer Support Manager to join the Edinburgh office on a permanent basis.

What will you do?

• Lead, manage and develop the Digital Channels Team to always achieve good client outcomes while delivering growth and efficiency.
• Maintain guides, process flows, training videos and templates for use throughout the team on various systems and processes.
• Manage and maintain Digital Channels operations processes, ensuring they are consistently followed and always looking for improvement.
• Create timely, relevant and meaningful MI for the business unit including, but not limited to, MI for the Brewin Portfolio Service and MyBrewin.
• Track and monitor Customer Service Team performance KPIs, analysing and summarising data and trends.
• Work collaboratively with the 1LOD and 2LOD Risk Teams to ensure adequate risk controls and identify any gaps and improvements.
• Work collaboratively with internal and external auditors to respond and track all requests.
• Work collaboratively with the Complaints Teams to deliver exceptional Customer Support, identify and resolve any issues in a timely manner.
• Be a key point of contact across the business for Brewin Portfolio Service and MyBrewin operations and process.
• Maintain a close working relationship with vendors and influence enhancements and improvements within our use of the systems.
• Keep and maintain a meticulous working knowledge of the Brewin Portfolio Service and MyBrewin.
• Actively participate in any necessary Business Development activities and encourage team engagement.
• Take responsibility for own development through training and CPD, with regard to industry changes, legislation and regulation.
• Have a good understanding of the group strategy and Team business plan.
• Help the team develop, both individually and collectively, through development conversations, coaching and feedback.

What do you need to succeed?

Must‑have

• Proven experience in a business role with comparable responsibilities within financial services.
• A strong client‑focused mindset and a passion for delivering an excellent customer experience.
• High levels of emotional intelligence and empathy.
• Ability to manage and develop a team.
• Strong communication skills.
• Strong analytic skills and excellent numeracy abilities.
• Strong MS Office skills.
• Self‑motivated, ambitious and decisive.
• Team player with first‑rate people skills.
• Experience working in a business undergoing significant change is highly favourable.
• A creative individual that uses their skills to bring new ways of thinking to digital customer experience.
• A curiosity to streamline and improve processes.

What is in it for you?

• Leaders who support your development through coaching and managing opportunities.
• Opportunities to work with the best in the field.
• Ability to make a difference and lasting impact.
• Work in a dynamic, collaborative, progressive, and high‑performing team.

Location: Edinburgh, United Kingdom

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