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Customer Services Manager Financial Services (1 Year FTC)

CCR Recruitment & Selection
Job LocationEnfield Town
EducationNot Mentioned
Salary£42,000 - £53,000 per annum, negotiable
IndustryNot Mentioned
Functional AreaNot Mentioned
Job TypePermanent, full-time

Job Description

Customer Service Manager - Financial Services (1Year FTC)My client, a leader in their field is recruiting 2 x Customer Services Managers to join their back-office team within UK Customer Services. This vacancy represents an opportunity to join an ambitious organisation, within an ever-changing environment where you will discover the potential to perform and grow.In these roles’ you will be responsible for building a leadership team which delivers a service with the customer at the heart of it, operates to required compliance and governance standards and is cost efficient with optimal use of available resources. These teams will deliver a quality customer service offering in back office/customer support; typically, a mixture of back office process and product centric teams, which may include both written and phone customer contact.Key responsibilities include:

  • Delivery of an effective Customer services offering via a mixture of back office process and product centric teams that may include both written and phone Customer contact.
  • Work with team to resolve operational issues escalated by Team Leaders to ensure appropriate treatment of customers and effective daily clearing of work queues.
  • Ensure appropriate availability and deployment of staff for area of accountability for both BAU and planned ad hoc demand.
  • Manage process, risks, TCF & conduct risk, compliance, FCT and regulatory control frameworks all areas under management; to include robust quality controls and a quality focused culture.
  • Promote change initiatives in own line and across CS via the BAU change delivery platform
  • Create a culture which develops employees and supports our succession plans; managing the performance, training, qualifications and development of staff to secure their committement and comptence and to drive peformance and results.
  • To effectively communicate with employees to build a positive working environment where role model behaviours are the standard; where staff are clear on goals and objectives, and how they can feel central to and participate in the success of our organisation.
  • Ensure through robust capacity planning that appropriate and skilled resource is in place to accommodate work volumes, including change and peak demand.
  • Analyse and interrogate management information provided, to manage, plan and improve results, to include root cause analysis of complaints, VODs, CSAT, breaches and losses.
    • Key skills/experience required:Skills:
  • Strong operational leadership evidencing delivery through others on a similar span of control in a back-office/customer support environment.
  • Proven experience in building strong working relationships
  • Good stakeholder management skills and experience of cross team working
  • Role model behaviours in line with the corporate personal and leadership imperatives
  • Proven planning ability in relation to service, resource and budgets at a department level
  • Experience in driving a culture that delivers on initiatives to continually improve service for the end Customer
  • Ability to negotiate, problem solve and influence to achieve results
  • Ability to build and embed a positive working culture that drives through the development and performance of staff
  • Track record of working in a regulated environment and assessing the impact of ongoing changes in that environment.
    • Experience
  • Strong Operational delivery experience in a back-office environment
  • Experience of managing budgets and / or resource
  • Evidence of building and managing effective stakeholder and peer relationships
  • Proven success in Leadership and service management through delivery of strategic objectives
  • Experience in delivering process improvements in the line
  • Evidence of embedding a strong performance culture, that supports the business behavioural imperatives
    • Required skills
  • Back Office
  • Financial Services
  • Operations Manager
  • Customer Service Manager
  • Contact Centre Manager

    • Keyskills :
    Back Office Financial Services Operations Manager Customer Service Manager Contact Centre Manager

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