Customer Service Team Manager

7 days ago

West Midlands, United Kingdom Hydrogen Group Full time

Our major financial services client is seeking a Customer Service Team Manager to lead a team of customer service officers and deliver an exceptional customer experience across multiple contact channels. The ideal candidate will be an experienced leader with a passion for driving customer service excellence, supporting team development, and ensuring operational efficiency.

Job Purpose:

To manage a team of customer service agents, ensuring best-in-class service, timely resolution of customer queries, and continuous process improvement, while meeting KPIs and maintaining compliance with regulatory standards.

Key Responsibilities:

  • Oversee the day-to-day performance of customer service agents, ensuring delivery of high-quality service.
  • Lead effective resource planning to ensure contact demands are met and team performance is optimised.
  • Monitor call centre, inboxes, and secure messaging performance, adapting as necessary to meet KPIs.
  • Act as the first escalation point for customer issues, providing effective solutions.
  • Ensure complaints are properly logged, escalated, and resolved in line with company procedures.
  • Support training and development for team members, providing mentorship and guidance.
  • Assist with the recruitment and onboarding of new team members.
  • Champion customer experience improvements and offer insights for process enhancements.
  • Ensure compliance with regulatory and legal obligations across all customer interactions.
  • Provide overflow support during busy periods or team absences to maintain service levels.
  • Maintain accurate data for reporting and future customer engagement.
  • Support the Head of Savings Operations in delivering positive outcomes for customers.

Required Qualifications & Experience:

  • Minimum of 3 years' experience in a customer service environment.
  • Experience in training, leading, and mentoring teams.
  • Strong attention to detail and accuracy.
  • Familiarity with complaint management is desirable.
  • Proficiency in Microsoft Word and Excel at an intermediate level.

Competencies/Soft Skills:

  • Strong planning, organisational, and interpersonal skills.
  • Resilient and self-aware, with a proactive approach to problem-solving.
  • High level of initiative and professionalism.
  • Willingness to learn and adapt, with a curiosity for process improvement.
  • A collaborative team player committed to delivering exceptional service.

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