Customer Service Manager

Customer Service Manager (Contact Centre)

Location: Farnborough, GU14

Working hours: Monday-Friday 11.30 am-8 pm

Salary: A starting salary of £36,200 with the opportunity to grow.

We’re looking for an experienced Customer Team Manager to join our client, an award-winning business in the fintech sector with an incredible mission. The successful candidate will need to be highly organised & comfortable working in a fast-paced environment with change as a constant companion, whilst putting the customer at the core of what they do.

This role is 100% Office-based in our client’s Farnborough office.

What you’ll do:

• Supporting the Head of Customer Services to deliver outstanding service to customers and achieve outstanding results by meeting our department SLAs
• Oversee all aspects of the contact centre’s daily operations, identifying potential issues, gathering evidence, and communicating with the relevant stakeholders in the business
• Work with the Resource Planning Manager to ensure sufficient staffing levels at all times
• Provide leadership, development, and management of supervisors and agents; maintaining cyclical performance reviews and setting SMART objectives
• Keep clear and necessary records of performance-related discussions, providing comprehensive evidence, and lead any performance management processes as needed
• Team recruitment including clear and detailed evaluation of candidates. Action escalated member complaints ensuring details are captured accurately and managed within our target SLAs
• Keep fully informed of all updates on products and services, ensuring clear communication and all training is delivered to ready the team for customer queries
• Improving current processes, defining new ones, and ensuring best practices are adopted by the teams

Who we're looking for:

• 2+ years’ experience as a Customer Service Manager in a target-orientated contact centre environment, ideally for a financial product or service, owning performance management and disciplinary processes
• A Customer First approach and experience acting as an escalation point for complaints, or other complex customer issues
• Experience in recruiting the best candidates for a contact centre team ensuring resources are placed where contact volumes dictate
• Strong problem-solving, organisational, and communication skills allowing the ability to make independent decisions to ensure the best outcome for the organisation and the customer
• Ability to provide constructive feedback, and develop a culture of continuous improvement with confidence, patience and diplomacy when dealing with difficult situations
• Confident in using standard IT packages and confidence in learning and using other software

What’s in it for you:

All the essentials you would expect including a workplace pension plan, 31 days of holiday (including all but 2 public holidays), & great company events local & abroad!

You'll also have:

• Your Birthday Day off
• 5 days annual leave carry-over
• An excellent Induction & onboarding program with ongoing learning & development throughout your career
• Family-friendly leave policies
• A choice between Bupa Health Cash Plan or Bupa Private Medical
• Death in service - 4x your annual salary from month 1
• Physical and Mental Wellbeing support and platforms for you and your family
• Enhanced maternity leave - 20 weeks full basic pay after 2 years’ service and 26 weeks full basic pay after 3 years’ service
• Paternity leave - 4 weeks full pay after probation
• Salary Sacrifice options