Customer Service Manager

About Our Client

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.

Job 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.

The Successful Applicant

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

• 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.