Customer Services Manager

7 days ago

Camberley, United Kingdom Workplace HR Full time

**Company Profile** Must be able to work in the UK without requiring Sponsorship, as Fiinu do not offer Sponsorship. Fiinu Plc (LSE: BANK) is a publicly traded fintech group on the London Stock Exchange, including Fiinu Bank, authorised with restrictions by the Bank of England regulators, the Prudential Regulation Authority and the Financial Conduct Authority. Fiinu'sPlugin Overdraft® is an unbundled overdraft solution which allows customers to have an overdraft with Fiinu Bank without changing their existing bank. The underlying Bank Independent Overdraft® technology platform is bank agnostic, allowing Fiinu Bank to serveall other banks' customers. Open Banking allows Fiinu's Plugin Overdraft® to attach ("plugin") to the customer's primary bank account, no matter which bank they may use. Fiinu's vision is built around Open Banking, and it believes that it increases competitionand innovation in UK banking. **Purpose of Role/Job Overview** The Customer Services Manager will work closely with the Head of Operations to design and develop the cross-functional customer support / internal collections team for the business from the ground up. This is an exciting opportunity to put your mark on howthe team is created and managed. Once the team is in place, you will be responsible for managing the team and constantly driving improvements as the business scales up. Key Accountabilities - Work with the Head of Operations to design customer journeys and process flows within the customer support & arrears / collections department. - Support in the configuration and roll out of the customer support platform (Zendesk). - Manage a cross functional support/collections team (up to 20+) and drive forward their success. - Support with recruitment, development and performance management. - Take ownership of training plans, one-to-ones, performance reviews, complaint resolution, employee scheduling, etc. Other Activities, **Responsibilities**: - Engage with senior management and key stakeholders where appropriate. - Manage the day-to-day relationship with our external DCA platform. - Manage the KPI and SLA Process. - Management of escalated consumer complaints to include any FOS complaints. - Identify opportunities for improvements to customer journeys. - Lead from the front, supporting complex customer queries and situations where required. - Have an awareness of, and ability to spot potential regulatory/conduct risks. - Ensure that the best outcome for our customer is at the heart of everything we do. - Driving a customer centric, best in class approach in all interactions. Salary - £60k Extra Benefits Available

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