A Customer Services Manager opportunity to oversee real-time monitoring of Contact Centre operations, manage teams, and drive performance improvement in a financial services environment. Key responsibilities include leading teams, streamlining workforce management processes, and providing actionable insights to enhance performance and customer satisfaction. As a leader, you will be responsible for optimising staffing levels, continuously evaluating and refining processes, collaborating with departments, monitoring performance, generating reporting, ensuring compliance, providing leadership, and driving performance culture. We offer a competitive salary and a range of benefits including 33 days annual leave, an annual discretionary bonus scheme, and a contributory company pension scheme. We are looking for a candidate with proven leadership skills, detailed knowledge of capacity planning and forecasting, sound decision making skills, and crisis management skills.