Plus annual bonus up to 10%
The Customer Services Manager is responsible for managing a high level of administrative support services, from initial contact through to the end of the contract terms. The Customer Services manager will manage and contribute to projects and changes effecting the customer services environment, as defined by the Chief Operating Officer and/or business/regulatory requirements.
Key Responsibilities & Duties
Recruit, manage, train and develop a customer services advisers, team administrators and team leaders.
Regularly assesses the performance and behavioural competencies of team members, identifying training needs and creating development plans.
Sets and reviews progress against objectives
Develop, implement, maintain and monitor service level standards.
Develop and maintain quality controls.
Review, improve, streamline and implement administration processes, procedures and system.
Procedures being up-to-date and fit for purpose.
Reviews and manages complaints
Monitors and manages escalated calls and quality reviews.
Works within agreed process and payment authority levels.
Provides monthly MI reports to senior management.
Provides statistical reporting to HMRC.
Monitors and manages the Customer Service Risk Register
About you
- You will have a strong background in Customer Service Management with experience of managing teams.
- Extensive performance management experience, coaching and development
- Ideally a background within a financial services environment with a good understanding of FCA regulation
Hours of work
Monday to Friday 35 hours per week (no weekends/no bank holidays)