Customer Services Manager

Full time / permanent position

Location: Nottingham

Salary: £45,000 - £50,000

Here at Tate Recruitment we are working on behalf of our client who is seeking a dynamic Customer Services Manager to cultivate a culture of exceptional customer service, drive strategic objectives, and help to elevate customer service standards to new heights. This role is suitable for someone who has experience of working within financial services.

Key Responsibilities:

• Assist in the ongoing Customer Service plan, assessing the effectiveness of customer service offerings and processes
• Deliver customer service MI with appropriate analysis to keep senior management informed of key issues.
• Collaborate with the compliance team to ensure adherence to policies and procedures, maintaining a robust customer service framework.
• Regularly report on team performance, customer effectiveness, identified risks, complaint handling, and customer outcomes.
• Lead efforts to enhance employee's understanding of customers and their impact on the business.
• Support and promote the customer services agenda.
• Assist the head of Customer Services in delivering the best possible customer outcomes.
• Guide and mentor junior managers and employees to prioritise effectively, ensuring top-notch customer outcomes.
• Ensure employees can identify and assist vulnerable customers appropriately.
• Build strong inter-department relationships with compliance and underwriting teams, understanding their direct correlation with customer services.

Skills and Experience:

• Experience in high-cost, short-term lending is advantageous.
• Over 5 years of experience in customer services.
• Understanding of UK financial services and/or experience in the financial industry.
• Strong communication skills.
• Proven ability to develop professional relationships and influence colleagues at all levels.
• Effective team management and people development skills, promoting a lead-by-example culture.

Please be aware this advert will remain open until the vacancy has been filled. Interviews will take place throughout this period, therefore we encourage you to apply early to avoid disappointment.

Tate is acting as an Employment Business in relation to this vacancy.

Tate is committed to promoting equal opportunities. To ensure that every candidate has the best experience with us, we encourage you to let us know if there are any adjustments we can make during the application or interview process. Your comfort and accessibility are our priority, and we are here to support you every step of the way. Additionally, we value and respect your individuality, and we invite you to share your preferred pronouns in your application.