We’re currently recruiting a Customer Service Manager to play a key leadership role within our Operations function, responsible for delivering an outstanding customer experience across a large, multi-skilled service team.
You will lead, develop, and inspire Team Leaders and operational colleagues to ensure we consistently meet service levels, deliver fair customer outcomes, and continuously improve the end-to-end customer journey.
As part of the Customer Services Management Team, you will take ownership of performance, people, and process within your area, ensuring effective delivery of regulated financial services operations in line with internal standards and regulatory requirements.
Key responsibilities
- Leading and developing a team of Team Leaders and Customer Service Administrators to deliver high-quality service outcomes
- Ensuring departmental SLAs and performance targets are consistently achieved
- Driving an excellent customer experience through strong people leadership and operational control
- Managing workforce planning, resource allocation, and capacity across the team
- Coaching, mentoring, and developing colleagues to support performance and career progression
- Conducting regular 1:1s, performance reviews, and formal performance management processes where required
- Building strong employee engagement and fostering a positive, high-performing team culture
- Overseeing recruitment activity to ensure teams are appropriately resourced
- Supporting the delivery of training, onboarding, and ongoing professional development
- Acting as an escalation point for complex customer issues and ensuring timely resolution
- Reviewing customer complaints and feedback to identify trends and drive service improvements
- Working with internal stakeholders to resolve issues, prioritise workloads, and improve the customer journey
- Driving continuous improvement in processes, systems, and service delivery
- Supporting the safe rollout of new products, services, and system changes into live operations
- Ensuring all procedures and controls are up to date, clearly documented, and followed consistently
- Identifying, managing, and mitigating operational and regulatory risks within your area
- Maintaining strong awareness of regulatory requirements, ensuring compliance with relevant standards and frameworks
- Engaging with internal and external audits as required
- Promoting fair customer outcomes, including appropriate support for vulnerable customers
- Ensuring issues are dealt with fairly, efficiently, and in line with regulatory expectations
- Leading regular team meetings and structured communication forums
- Working closely with other operational and support functions to deliver joined-up service outcomes
- Contributing to wider departmental planning, strategy, and operational improvements
About you
- Experience in a financial services or regulated customer service leadership role preferred
- Strong understanding of customer service operations and delivery within a service environment
- Proven people leadership experience, including managing Team Leaders and/or large operational teams
- Strong knowledge of financial services products (pensions experience beneficial)
- Good understanding of regulatory requirements, including conduct expectations and customer outcomes focus
- Experience working in a structured, SLA-driven operational environment
- Strong communication skills, both written and verbal
- Excellent organisational and prioritisation skills in a fast-paced environment
- Strong analytical, problem-solving, and decision-making ability
- High attention to detail with a focus on accuracy and control
- Ability to build strong relationships across multiple internal stakeholders
- Strong coaching, mentoring, and performance management capability
- Commercial awareness and understanding of operational efficiency drivers
- Proficient in Microsoft Office (Word, Excel, Outlook)
What we offer
- 27 days holiday, increasing with service + buy/sell scheme + bank holidays
- 8% Pension with matched contributions
- Discretionary bonus scheme
- Share schemes (including free shares and BAYE)
- Health Cash Plan and discounted private healthcare
- Free onsite gym
- Enhanced family leave (subject to qualifying criteria)
- Travel and bike loan schemes
- Employee Assistance Programme
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