Customer Service Manager Location: London / Hybrid (Office Attendance 2 Days Per Week) Contract: Permanent Hours: Full time Salary: Up to £46,250 depending upon experience
Key Benefits Click here for a complete list of benefits 30 days annual leave plus bank holidays, opportunity to buy and sell up to 5 days holiday
15% employer pension contribution
Flexible working
Cycle to work scheme, healthcare cash plan, Group Income Protection and life assurance
Paid voluntary days, maternity, paternity, adoption, and shared parental leave
Benefits designed to suit your lifestyle - from discounts on retail and dining, to health and wellbeing, travel, and technology...and plenty more
The Role The role of the Customer Service Manager sits within the Products Team here at British Business Bank. The role reports to the Senior Customer Experience Manager.
The role holder will be responsible for effective performance management of the products customer service team, a multi-channel customer support helpdesk. They will lead and motivate our team of Customer Service Advisors to achieve team SLAs for customer contact and manage for high performance against their personal targets and KPIs for performance, quality and Customer Satisfaction.
They will report Customer Service MI to the Senior Customer Experience Manager and Products Senior Management. They will ensure effective management of any systems, controls and risk incidents, including delivery of the Quality Assurance Programme for Customer Service.
They will lead and inspire the team of Customer Service Advisors to deliver excellent customer service by focusing on quality conversations measured by our Customer Satisfaction surveys. They will analyse customer feedback to support the ongoing learning and development of their team. They will keep their own knowledge up to date by staying informed of industry best practice.
They will work with the Senior Customer Experience Manager to support the delivery, design and scalability of Customer Contact Strategy and Customer Operations. They will support productss future Customer Support delivery model, ensuring maximum impact and ROI.
The role holder will be responsible for collaborating with Customer Experience colleagues and stakeholders across the business to ensure continuous improvement to the customer journey and optimise and streamline efficiency in their team processes.
Experience To be considered for this role you must have previous experience leading Customer Service Teams and be able to demonstrate strong, dynamic leadership in overseeing a multi-channelled Contact Centre operation.
You will have a proven track-record of overall customer success delivery, providing positive ROI and results with a clear understanding of the market and can identify ways to build on opportunities and support teams to understand the strategic direction of senior leadership. You will also have demonstrable stakeholder management skills and experience of building and maintaining relationships as well as being organised with a disciplined approach to follow through meticulously and hold others to account for delivery.
You will also have previously promoted continuous improvement and change, be resilient and diplomatic with a well-honed eye for detail.
You will be comfortable interpreting data and customer metrics and fully fluent in all technical aspects of contact centres and customer communication channels, CRMs, and up to date with technological advances in this field.
Copy & paste URL to view the full job description:- british-business-bank.co.uk/sites/g/files/sovrnj166/files/2025-06/Customer%20Service%20Manager%20JD.pdf
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