This Customer Service Manager position is for a dedicated professional who can lead and inspire a team to provide exemplary customer service within the financial services industry. The role is based in Nottingham and requires an individual with a strong leadership background.
Client Details
This company is a reputable player within the financial services sector, with a small, yet growing team. Known for its commitment to providing exceptional customer service, the company has a strong presence in Nottingham and serves customers nationwide.
Description
This exciting role will lead a growing customer service department, currently consisting of 15 team members, with plans for further expansion in line with new business growth. The position is autonomous and forward-thinking, giving you the opportunity to shape and develop the team and processes.
Key Responsibilities:
- Leadership & Team Management: Lead the customer service team leader and ensure the team delivers exceptional, customer-focused service.
- Process & KPI Development: Implement processes, procedures, and KPIs that support the team and prepare them for future growth.
- Escalation Point: Act as the escalation point for complex accounts and queries, ensuring swift and effective resolutions.
- Compliance & Regulatory Oversight: Ensure that all compliance and regulatory requirements are met within the department.
- Resource Planning & Recruitment: Oversee resource planning and recruitment to maintain optimal team performance.
- Training & Development: Train and develop team members to ensure consistently high service standards.
- Cross-Department Collaboration: Work closely with other departments to improve the overall customer experience.
- Performance Monitoring: Conduct regular team meetings and performance reviews, ensuring continuous improvement.
- Reporting: Provide regular reports on customer service performance to senior management.
Profile
A successful Customer Service Manager should have:
- As the top priority for this role we are eager to identify a Customer Service Manager who brings experience successfully leading Customer focused teams in a small / medium sized financial services business.
- Experience in a leadership role within a customer service environment, we are keen to find leaders who can develop managers to create progression and sustainable growth
- Experience implementing processes and procedures for a Customer Service function
- Excellent communication and leadership skills
- Strong problem-solving and decision-making abilities
- A customer-centric mindset with a passion for improving customer experience
Job Offer
- A competitive salary range of £45,000 - £50,000 per annum.
- An opportunity to work in a supportive and professional environment.
- A role where you can make a real impact on customer service in the financial services industry.
- A location that is easily accessible in the heart of Nottingham.
If you are a passionate Customer Service Manager looking to make a difference, we encourage you to apply for this role.