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 expectationsProfile
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