Customer Services Manager Bromley, Kent Up to £47,000 per annum 12 Month Fixed Term Contract Full time The Opportunity As an interim Customer Services Manager for a 12 month fixed term contract, you will be utilising your people management skills to ensure an to deliver a high level of administration support services for Forester Financial customers and field force, from initial contact through to the end of the contract terms. You will manage and contribute to projects and changes effecting the customer services environment. Leading key strategic projects your skills managing retention or sales teams will be utilised. You will be focused on developing and delivering key strategic initiatives focusing on increasing customer life-time value and member retention. Your day to day will include: Managing, training and developing a customer services administration team(s) of 15 administrators and a Team Leader, recruiting as and when required. Responsibility for achieving and exceeding our Customer Retention Goals. Regularly assesses the performance and behavioural competencies of team members, identifying training needs and creating development plans. Setting and reviewing progress against objectives. Developing, implementing, maintaining and monitoring service level standards. Developing and maintaining quality controls. Reviewing, improving, streamlining and implementing administration processes, procedures and systems. Reviewing and managing complaints, escalated phone calls and quality reviews. Providing monthly MI reports to senior management including retention data. What we offer you The following are annual allowances and maybe pro rata for the time you are with us. Up to £47,000 basic salary Discretionary annual bonus scheme based on yours and company performance (up to 14%) 28 days holiday plus bank holidays Life Assurance Pension scheme Working hours are 35 hours a week Monday to Friday. Start times will either be 8.30am or 9.15am. After a successful training period there is flexibility to work from home up to 2 days a week. What we require Demonstrable experience in customer service management within a customer retention role Ideally you will have financial services or regulatory environment experience but this is not necessary Proven experience actively coaching team members to achieve positive outcomes and results. Proven ability to excel in and contribute to change an transformational and operational excellence and continuous improvement. Able to design and successfully deliver retention and loyalty initiatives. Successful experience managing, developing and motivating a team. Experience conducting performance reviews and creating development plans. Proven experience of successfully managing performance and attendance Strong organisation skills and ability to prioritise to meet business and project deadlines Effective communication (written and oral skills) CII FA1 Life office administration certificate (or be prepared to undertake this) Achieved or willing to undertake a Level 3 award in Financial Administration Good IT skills in MS Office About us Foresters Financial is not your typical financial services provider. Those who join our purpose-driven organisation enjoy a culture of collaboration, creativity, and mutual respect and are challenged to do their best to make a difference every day. We help everyday families achieve their financial goals and make a lasting difference in their lives and communities. What we do We help everyday families achieve their financial goals and make a lasting difference in their lives and communities. We will continue to do this by employing enthusiastic and talented Financial Advisers working across the country and equally talented people to be based at our Head Office in Bromley