Job Description
Job Title: Customer Services Manager - Pensions
Locations: Birmingham | Hybrid
Get To Know the Team
The role of Customer Services Manager will lead a team across multiple skills, including key relationships with Finance, HR and Distribution teams, to provide/support exceptional customer delivery in a service-orientated environment.
Why You Will Love It Here!
* Flexibility: Hybrid Work Model & a Business Casual Dress Code, including jeans
* Your Future: Professional Development Reimbursement
* Work/Life Balance: Flexible Personal/Vacation Time Off, Sick Leave, Paid Holidays
* Your Wellbeing: Medical, Dental, Vision, Employee Assistance Program, Parental Leave
* Diversity & Inclusion: Committed to Welcoming, Celebrating and Thriving on Diversity
* Training: Hands-On, Team-Customized, including SS&C University
* Extra Perks: Discounts on fitness clubs, travel and more!
What You Will Get To Do:
Customer
* Play a lead role in ensuring any opportunities which have been identified to improve customer experience, land efficiently and effectively, and are embedded to help achieve desired benefits in their team
* Lead the delivery within the Vulnerable Customer framework & ensuring colleagues fully comply with the requirements in their team
* Driving execution of the Quality Framework to ensure appropriate standards are being met in their team
* Proactively drive and implement learning from complaints RCA in in their team
Colleague/People
* Lead and coach the team to improve quality and quantity of customer outcomes.
* Drive with energy to motivate teams to deliver agreed KPI’s, service levels, quality standards and deadlines.
* Be relentless in driving engagement, empowerment, reward & recognition amongst colleagues.
* Take a proactive approach to 1-2-1s, ensuring that all colleagues are appropriately supported with their development.
* Robustly manage conduct and capability addressing underperformance, including behaviours, creating performance plans, colleague disciplinaries, recording and having conversation around colleague absenteeism Inc. return to work interviews.
* Carry out team and/or regulatory meetings as well as morning buzz huddles.
* Support colleagues through difficult and challenging discussions, both personal and work related.
About the role’s required skills and behaviour requirements
* Strong people and leadership skills, with a desire to motivate, inspire and engage colleagues to deliver exceptional customer service.
* Knowledge and understanding of current legislation, compliance, and products.
* Demonstrable experience in managing/leading teams, including conducting conduct and capability reviews.
* A positive attitude towards change, with a desire to challenging our approach to existing work practices.
* Support the embedding of cost effective and efficient processes.
* Ability to work on own initiative and with minimum supervision.
* Financial Services experience.
Qualifications
* CF1 / FPC1, FA1 or equivalent.
* Knowledge of ACD and proven call centre experience.
* CII Certificate in Financial Administration.
We encourage applications from people of all backgrounds and particularly welcome applications from under-represented groups, to enable us to bring a diversity of perspectives to our thinking and conversation. It's important to us that we strive to have a diverse workforce in the widest sense.