Head of Customer Servicing
2 months ago
Head of Customer Servicing
A Head of Customer Servicing is required by a rapidly growing Fintech company based in Manchester. The Head of Customer Servicing will take the lead in serving the customers across chat, complex queries and complaints. You’ll set strategy and empower diverse teams to deliver great service, driving the digital servicing focus, and always ensuring that they are efficient and effective.
Essential Skills
• Extensive experience of financial services.
• Experience of Operations Management (including Chat, Chat AI (if possible), Back Office, Complaints)
• Experience of strategic thinking blended with day to day detailed process excellence.
• Experience of managing a team across in office, hybrid and fully remote contracts.
• Strong customer focused approach – able to champion the Customers cause and direct decision making with appropriate facts and case studies.
• Strong communication, presentation and stakeholder management skills – able to present complex topics with ease to a wide range of audiences.
• Ability to lead teams, drive colleague engagement and satisfaction.
• Evidence of delivery and execution focus within a demanding environment, managing conflicting priorities, getting things done swiftly and easily.
Desired Skills and Experience
• Experience of Chat, Complaints and ‘back office’ processes
• Experience of Chat, Chat AI, TS2 / TSYS / Twillio or similar
• Evidence of a strong track record of exceeding objectives.
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