Description
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
Please note that any same band and job family internal moves will not present any pay increase
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 Advisor’s to achieve team SLA’s for customer contact and manage for high performance against their personal targets and KPI’s 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 Advisor’s 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 products’s 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.
Click here to view the full job description.
The British Business Bank is an established and influential institution with a key mission of driving sustainable growth and prosperity throughout the United Kingdom. It plays a vital role in supporting access to finance for smaller businesses, facilitating their development and contributing to the transition towards a net zero economy.
Since its inception in 2014, the British Business Bank has functioned as a government-owned economic development bank, operating independently to fulfil its objectives. It collaborates with over 200 delivery partners, including high street, digital, specialist, and challenger banks, venture capital and private debt funds, as well as fintech platforms, to implement its programs effectively.
With offices in Sheffield and London, the British Business Bank currently employs approximately 550 individuals.
As an organisation that values flexibility, wellbeing and collaboration, the British Business Bank introduced a hybrid-working model in 2020. Our colleagues typically spend an average of 2 days per week working in our offices, striking a balance between the advantages of remote work and the benefits of in-person collaboration. The successful candidate for this role should be able to commute to our office (unless specified).
At the British Business Bank, we aim to represent the communities we serve, firmly believing that different perspectives make us stronger. We strongly encourage applications from individuals with varied experiences and backgrounds.
As a Disability Confident employer, we commit ourselves to having an inclusive, equitable and accessible recruitment process supporting applicants and employees, making reasonable adjustments whenever it is feasible.