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Customer Services Team Manager

1 month ago

London, UK, United Kingdom LMA Full time

The Customer Service Team Manager will work closely in conjunction with the Head of Customer Savings Operations and with Customer Service Officers to oversee the day-to-day running and training of the Savings Operations Team. Focused on delivering exceptional customer service and taking ownership to deliver the teams KPIs and KRIs along with effectively resolving escalated complaints.

  • 6 month FTC
  • Salary: £38K
  • Location: The City
  • Hybrid working offered after successful completion of the probationary period.


Responsibilities

  • Line manage a team of Customer Service Officers creating a high performance team
  • Monitor KPIs and adapting workload to prioritise completion of key business processes.
  • Maintain a strong control environment by minimising avoidable breaches and risk events.
  • Oversee key processes to ensure consistent excellent customer outcomes are delivered.
  • Taking ownership of escalation complaints and ensure recording in line with regulatory guidelines, DISP.
  • Monitoring of SLAs, customer satisfaction, FCA compliance, adherence to the bank's values, policies, and procedures.
  • Completion of ISA transfers, adherence to regulatory timeframes and procedures
  • Ensuring a robust complaints process is adhered to and escalated, as required.
  • Setting the highest quality of standards and ensuring compliance, regulatory and legal obligations are achieved.

Must Have Qualifications/Experience:

  • Demonstrable experience in a managerial or team leader position (preferably within Banking but a must within Financial Services).
  • An experienced customer service professional with a deep understanding of the role and Financial Services.
  • Proven track record in driving customer success, satisfaction, and retention.
  • Experience in developing and implementing customer onboarding programs.
  • Demonstrates a high level of understanding of Savings product knowledge, key features and how they operate.

Desirables:

  • Experience with the following banking tools: Finova.
  • Overview / understanding of Consumer Duty.
  • Understanding of GDPR and the Data Protection Act.