Customer Service Manager
Department: Customer Experience
Reports To: Head of Customer Service
Direct Reports: Team Managers
Location: UK (Hybrid)
Salary: Between £45,000 - £55,000 (DOE) + Benefits (Westfield Health, 25 days holiday + extra days up to 30)
Why Join Us?
We're a fast-growing UK FinTech and proud member of the Propel Holdings group—an AI-powered financial services powerhouse behind brands like CreditFresh, MoneyKey, Fora Credit, and QuidMarket. Propel has facilitated over $2 billion in credit through more than 1 million loans, leveraging proprietary AI models to deliver smarter, faster, and fairer lending outcomes.
As we scale across the UK and beyond, delivering exceptional customer and lending experiences is central to our growth strategy. This is your chance to:
* Lead a high-performing team within a global, tech-driven group
* Shape best-in-class service delivery
* Make a real impact in a regulated, customer-first environment powered by cutting-edge fintech solutions
Join us and be part of something bigger—where innovation, transparency, and customer-first thinking power a new world of financial opportunity.
The Role
As Customer Service Manager, you'll be the driving force behind our Customer Service function—leading a high-performing operation in a regulated, customer-first environment. You'll manage a team of passionate Team Managers, ensuring every interaction delivers fair value, clarity, and great outcomes in line with FCA Consumer Duty.
This role goes beyond day-to-day service delivery. You'll play a key role in shaping how we support customers across arrears, affordability challenges, and complex or vulnerable circumstances, embedding strong governance, continuous improvement, and digital-first solutions to enhance both customer experience and operational performance.
What You'll Do
* Lead & Inspire: Manage and develop Team Managers, each overseeing frontline teams. Set clear objectives and foster a culture of accountability, ownership, and continuous improvement.
* Drive Operational Excellence: Identify and implement end-to-end process improvements to boost efficiency and enhance workflows and consistently drive high performance.
* Deliver KPI & Performance Outcomes: Own and drive departmental KPIs, including quality assurance, productivity, service levels, customer outcomes, and compliance metrics. Use MI, QA results, and trend analysis to monitor performance and implement targeted improvement plans.
* Champion Customer Outcomes: Ensure every touchpoint aligns with FCA Consumer Duty.
* Embed Innovation: Introduce new ways of working, leveraging automation and digital tools to improve self-service and first-time resolution.
* Develop Talent: Mentor and empower your team leaders, building a high-performance culture through coaching and engagement.
* Monitor & Improve: Use data, QA insights, MI, and customer feedback to track performance and elevate satisfaction.
* Stay Compliant: Work closely with QA and Compliance to ensure regulatory alignment and continuously improve policies and standards.
* Company Values - Be able to demonstrate our company values through positive behaviours
What We're Looking For
* Proven experience in customer service leadership within a regulated environment (FinTech or Financial Services preferred).
* Strong understanding of FCA Consumer Duty and compliance principles.
* A track record of driving operational improvements and embedding new technologies.
* Exceptional people leadership skills—able to inspire, coach, and develop teams.
* Data-driven mindset with the ability to turn insights into action.
What's In It For You?
* Competitive salary range £45k - £55k (DOE).
* Westfield Health benefits.
* 25 days holiday, increasing by 1 day per year (up to 30).
* Opportunity to shape the future of customer experience in a high-growth FinTech.
* A culture that values innovation, collaboration, and continuous learning.
Ready to lead the charge in transforming customer service?
Apply now and be part of a team that's changing the way people experience financial services.
Job Type: Full-time
Pay: £45,000.00-£55,000.00 per year
Benefits:
* Company pension
* Cycle to work scheme
Education:
* GCSE or equivalent (required)
Experience:
* Management: 2 years (required)
Language:
* English (required)
Work authorisation:
* United Kingdom (required)
Work Location: Hybrid remote in Nottingham NG2 3DQ
Expected start date: 01/03/2026