Customer Service Manager - Card & Payments Industry
Salary - up to £65,000
Hybrid working - 3 days/week in the office (minimum)
Reporting to the CEO, the Customer Service Manager will oversee the department and its various functions, including regular performance-based reviews, acting as a point of escalation, and supporting the department in all its day-to-day activity.
Daily Responsibilities:
* Managing the On-boarding, Customer Services, Logistics function, and Technical Support teams
* Safeguarding the smooth running of the Operations department by developing and communicating key procedural changes, reacting to colleague and customer needs, and frequently reviewing operational KPI’s
* Building and maintaining strategic partner relationships with external suppliers
* Regularly reviewing department KPI’s
* Ensuring any process or system changes are properly communicated and understood
* Responsibly delegating tasks where appropriate, assigning independent projects to Team Leaders, and providing regular feedback sessions and ongoing support
* Taking a hands-on approach while effectively managing higher-level department performance and goals
* Ensuring the end-to-end process is managed effectively, reviewing areas for improvement regularly, and adapting processes where appropriate
* Overseeing day-to-day employee matters, including performance-based reviews, holiday requests, team rotas, and collating payroll data
Skills/Attributes:
* Industry experience is essential
* Ability to rapidly develop a thorough understanding of the payments industry and the market sector
* Good knowledge of Microsoft Excel and Microsoft Access would be beneficial
* Good time-management skills with the ability to work to strict deadlines
* Pro-active and reactive nature
* Thorough and logical problem-solving approach
* Keen eye for detail in information analysis
* Quick learner, willing to learn new processes and procedures
* Ability to function effectively in a fast-paced, ever-changing work environment
* Living within a reasonable commute of Reading
Benefits:
* 23 days of holiday
* Your birthday off (paid)
* Company events
* Company pension
* Health and wellbeing programme
* Referral programme
* Free eye test and payment contribution towards glasses at Specsavers
* Access to PERKBOX and monthly credit added to your account
* Dress down Friday
* Annual awards ceremony
Seniority Level: Mid-Senior level
Employment Type: Full-time
Job Function: Management and Manufacturing
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