Customer Solutions Manager - Manchester
As a Customer Solutions Manager to lead our Manchester-based Customer Solutions Centre. We're seeking a dynamic individual with strong leadership and operational management experience in financial services, particularly unsecured loans.
What You'll Do:
- Team Leadership & Development: Lead and manage contact centre agents, implement engagement strategies, and provide ongoing coaching.
- Operational Performance: Oversee KPIs (call handling, customer satisfaction), and improve processes.
- Compliance & Risk Management: Ensure adherence to FCA regulations and GDPR.
- Customer Experience: Enhance customer journeys, resolve escalated complaints, and improve retention.
- Sales & Conversion: Drive conversion rates and train agents on compliant selling practices.
- Technology Management: Ensure the contact centre is equipped with up-to-date tech and CRM systems.
- Financial Performance: Manage budgets and contribute to cost control and forecasting.
What We Expect:
- Proven contact centre management experience in financial services, with a focus on unsecured loans.
- Strong knowledge of FCA regulations and UK compliance requirements.
- Ability to improve operational performance, handle complaints, and manage teams.
Perks:
- Up to £45k salary + bonus (OTE £60k)
- Hybrid working (3 days office, 2 days home)
- 34 days holiday (incl. bank holidays), pension scheme, and enhanced healthcare
- Casual dress code, flexible working, and regular team incentives
This role is ideal for an ambitious individual passionate about driving customer outcomes in a fast-paced environment.