Customer Service Team Manager

5 days ago

Co 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.
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.
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.
Ensure complaints are properly logged, escalated, and resolved in line with company procedures.
Support training and development for team members, providing mentorship and guidance.
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.
Minimum of 3 years' experience in a customer service environment.
Experience in training, leading, and mentoring teams.
Familiarity with complaint management is desirable.
Proficiency in Microsoft Word and Excel at an intermediate level.
Strong planning, organisational, and interpersonal skills.
A collaborative team player committed to delivering exceptional service.

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