Customer Service Manager

3 weeks ago


Stirling, United Kingdom Contract Scotland Full time

Contract Scotland has a fantastic opportunity for an experienced Customer Service Manager, to join our client, a global outsourcing company that operates within the Financial Services sector.
You will be based at their Stirling office however hybrid working is available. This is a full-time permanent position which offers a competitive salary, an excellent benefits package and the chance to work with an established and professional business.
As Customer Service Manager you will lead and develop your Team to deliver consistent levels of service excellence, with customers at the centre of everything you do. You will be responsible for delivering business objectives within agreed budgets and servicelevels.
This is a busy and fast-paced role where duties will include:

- Creating and nurturing an open and honest environment that encourages and supports the delivery of excellent customer service
- Managing a team of 12 to 15 Advisers
- Encouraging development and driving change forward to ensure improved capability and service delivery
- Delivering consistent levels of service today while planning and considering the requirements for the future
- Ensuring you and your team work compliantly and meet regulatory, legislative and internal requirements
- Actively engage with other areas in operations and the business to improve our service proposition and promote “one team” ethos
- Developing and building successful partnerships with key stakeholders, both internally and externally, that add value to our business
- Taking responsibility for complaints relating to your team and ensuring these are resolved to an acceptable outcome, per FCA guidelines
- Ensuring team members have clear objectives and Performance Development Plans with an understanding of how these align with the UK strategy
- Working in line with HR and Health and Safety policies to meet the needs of the business and manage customer expectations
- Maintaining and updating strong knowledge and understanding of the financial services industry and marketplace to add value to the decision-making process
- Responsible for achieving and maintaining competence under N2 guidelines for yourself and others
- Developing and delivering the business plan that bridges the gap between local and higher customer service business plans
You will be working within the Financial Services sector so experience in this area is essential and specific experience relating to complaints would be ideal for this position.
You must have excellent leadership qualities and a passion for delivering customer service excellence, in line with the expectations of the prestigious brand you will be representing.
In return, you will be offered a competitive salary and an excellent benefits package which includes pension, private healthcare and unlimited holidays.

Legal Information:
Contract Scotland acts as an employment agency for permanent work and acts as an employment business for temporary work.

Applicants must be eligible to live and work in the UK.



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