We have a fantastic opportunity for an experienced Customer Service Manager to join a Financial Services Company based in Bromley.
Summary of Role
The Customer Services Manager is responsible for managing a high level of administrative support services for customers and field force, 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 administration team(s) of 6-20 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
Knowledge, Skills & Experience
- 2 years' customer service management experience, ideally within a financial services environment
- CII FA1 Life office administration certificate (or be prepared to undertake this)
- Achieved or willing to undertake a Level 3 award in Financial Administration
- Successfully managing, developing and motivating a team
- Conducting appraisals and creating development plans
- Good organisation skills and ability to prioritise to meet business and project deadlines
- Good communication and interpersonal skills at all levels
- Strong written and oral communication skills
- Previous experience in a financial background would be advantageous, but not essential