Customer Service Manager
Your new company
A growing organisation specialising in secure and affordable loans for their customers. They have a customer-centric approach to all of their business and a passion for excellence which they are keen to continue building!
Your new role
As the Customer Service Manager, you will be responsible for managing the customer journey and supporting the delivery of the company's strategic objectives. You will be focused on the Customer Service plan, working with the compliance team collaboratively in relation to policies and procedures, using data and analytics to ensure team effectiveness as well as reporting on risks, customer outcomes and complaint handling.You will manage a medium-sized customer service team to ensure they understand the customer's in order to optimise delivery of the customer agenda. It will be crucial to take a data-driven approach to leading the team.
There will also be an aspect of working alongside junior managers to ensure employees can recognise vulnerable customers and know the best outcomes and working inter-departmentally with recognition of the direct correlation of other teams to customer service and vice versa.
What you'll need to succeed
The successful candidate will have:
- A minimum of 5 years' experience in customer service in the financial services sector (essential).
- Experience in high-cost, short-term lending will be crucial.
- Strong communication skills.
- An ability to build a culture where customer outcomes are the focus.
- An ability to develop professional relationships and influence colleagues at all levels.
- Experience managing a team with a culture of leading by doing.
- Salary from £45,000 depending on experience.
- 33 days of annual leave, including bank holidays
- Annual bonus based on personal and company performance
- Modern city centre offices with excellent facilities and accessible by public transport
- Strong ethical and family culture
- Further benefits including pension, health insurance, and an Employee Assistance Program
What you need to do now
If you're interested in this role, click 'apply now' to forward an up-to-date copy of your CV, or call us now.
If this job isn't quite right for you, but you are looking for a new position, please contact us for a confidential discussion about your career.
#4652786 - Catriona Lee