Job description
Customer Success Team Manager
Up to £55,000 per annum
Watford- Hybrid
Key Responsibilities:
* Leading and motivating a team, fostering a culture of care, compliance, and continuous improvement
* Managing complex client cases and ensuring every contact meets the highest standard of care and compliance
* Collaborating with customer support and other business teams to deliver an outstanding, responsible service across all channels
* Monitoring players and identifying patterns that may suggest risk
* Put clients well being first while supporting wider business goals
* Ensuring departmental KPIs and regulatory standards consistently met
* Acting as a role model for company values
Key Attributes:
* Proven experience managing teams in customer service or contact centre settings
* Excellent interpersonal skills and the ability to handle sensitive interactions with empathy and professionalism
* Analytical mindset with confidence in interpreting behavioural data and identifying trends
* A natural collaborator and influence who can work cross-functionally and present ideas effectively
* Committed to upholding confidentiality, integrity, and ethical standards at all times