Our major financial services client is seeking a Customer Service Team Manager to lead a team of customer service officers and deliver an exceptional customer experience across multiple contact channels. The ideal candidate will be an experienced leader with a passion for driving customer service excellence, supporting team development, and ensuring operational efficiency.
Job Purpose:
To manage a team of customer service agents, ensuring best-in-class service, timely resolution of customer queries, and continuous process improvement, while meeting KPIs and maintaining compliance with regulatory standards.
Key Responsibilities:
- Oversee the day-to-day performance of customer service agents, ensuring delivery of high-quality service.
- Lead effective resource planning to ensure contact demands are met and team performance is optimised.
- Monitor call centre, inboxes, and secure messaging performance, adapting as necessary to meet KPIs.
- Act as the first escalation point for customer issues, providing effective solutions.
- Ensure complaints are properly logged, escalated, and resolved in line with company procedures.
- Support training and development for team members, providing mentorship and guidance.
- Assist with the recruitment and onboarding of new team members.
- Champion customer experience improvements and offer insights for process enhancements.
- Ensure compliance with regulatory and legal obligations across all customer interactions.
- Provide overflow support during busy periods or team absences to maintain service levels.
- Maintain accurate data for reporting and future customer engagement.
- Support the Head of Savings Operations in delivering positive outcomes for customers.
Required Qualifications & Experience:
- Minimum of 3 years' experience in a customer service environment.
- Experience in training, leading, and mentoring teams.
- Strong attention to detail and accuracy.
- Familiarity with complaint management is desirable.
- Proficiency in Microsoft Word and Excel at an intermediate level.
Competencies/Soft Skills:
- Strong planning, organisational, and interpersonal skills.
- Resilient and self-aware, with a proactive approach to problem-solving.
- High level of initiative and professionalism.
- Willingness to learn and adapt, with a curiosity for process improvement.
- A collaborative team player committed to delivering exceptional service.
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