Customer Service Manager - Responsibilities:
* Foster a culture of excellent customer service across the team.
* Support the achievement of strategic objectives for customer service.
* Guide and mentor junior managers and customer service employees.
* Assess and improve the effectiveness of customer service offerings and processes.
* Collaborate with the compliance team to ensure adherence to policies and procedures.
* Provide regular management information (MI) and analysis to the Head of Customer Services.
* Report on team performance, customer effectiveness, risks, complaint handling, and outcomes.
* Lead employees in understanding customer needs and their impact on the business.
* Encourage and support the customer services agenda within the team.
* Help junior managers and employees prioritise tasks and deliver excellent service.
* Ensure staff are trained to recognise and support vulnerable customers appropriately.
* Build strong relationships with compliance and underwriting teams to strengthen inter-department collaboration.
Customer Service Manager - Skills and Experience:
* 5+ years of experience in customer services.
* An understanding of UK financial services and/or experience working in the financial industry.
* An ability to help build a culture where customer outcomes are the focus.
* Ability to develop professional relationships and influence colleagues at all levels.
* Good team management and people development skills, ensuring a culture of leading by doing.
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