Customer Services Manager

• 2 years experience within a Customer Service manager role
• Previous Financial Services sector experience desirable

About Our Client

Our client is a well established business based in Bromley seeking an experienced Customer Services manager to join their busy team!

Job Description

The key responsibilities:

• Recruit, manage, train and develop a customer services administration team(s) of 6-20 administrators and team leaders.
• Regularly assesses the performance and behavioural competencies of team members, identifying training needs and creating development plans.
• Sets and reviews progress against objectives
• Develop, implement, maintain and monitor service level standards.
• Develop and maintain quality controls.
• Review, improve, streamline and implement administration processes, procedures and system.
• Procedures being up-to-date and fit for purpose.
• Reviews and manages complaints
• Monitors and manages escalated calls and quality reviews.
• Works within agreed process and payment authority levels.
• Provides monthly MI reports to senior management.
• Provides statistical reporting to HMRC.
• Monitors and manages the Customer Service Risk Register

The Successful Applicant

A successful Customer Services Manager should have:

• Previous experience within a customer services management role.
• Previous experience within the financial services industry would be desirable
• Able to commute to Bromley
• Excellent communication skills, both written and verbal
• Highly organised
• IT literate

What's on Offer

• An attractive salary ranging between £38,700 - £47,300 per annum
• Generous holiday leave
• A supportive and inclusive team culture
• Opportunities for professional growth and advancement

If you are passionate about customer service and looking for a rewarding role in a well-established financial services company, we encourage you to apply for the Customer Services Manager position.