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.
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