Customer Service Team Manager - Financial Services - Birmingham

Job Description

Our major financial services client is seeking a Customer Service Team Manager to lead a team of customer service officers and deliver an exceptional customer experience across multiple contact channels. The ideal candidate will be an experienced leader with a passion for driving customer service excellence, supporting team development, and ensuring operational efficiency.

Job Purpose:

To manage a team of customer service agents, ensuring best-in-class service, timely resolution of customer queries, and continuous process improvement, while meeting KPIs and maintaining compliance with regulatory standards.

Key Responsibilities:

• Oversee the day-to-day performance of customer service agents, ensuring delivery of high-quality service.
• Lead effective resource planning to ensure contact demands are met and team performance is optimised.
• Monitor call centre, inboxes, and secure messaging performance, adapting as necessary to meet KPIs.
• Act as the first escalation point for customer issues, providing effective solutions.
• Ensure complaints are properly logged, escalated, and resolved in line with company procedures.
• Support training and development for team members, providing mentorship and guidance.
• Assist with the recruitment and onboarding of new team members.
• Champion customer experience improvements and offer insights for process enhancements.
• Ensure compliance with regulatory and legal obligations across all customer interactions.
• Provide overflow support during busy periods or team absences to maintain service levels.
• Maintain accurate data for reporting and future customer engagement.
• Support the Head of Savings Operations in delivering positive outcomes for customers.
  

Required Qualifications & Experience:

• Minimum of 3 years' experience in a customer service environment.
• Experience in training, leading, and mentoring teams.
• Strong attention to detail and accuracy.
• Familiarity with complaint management is desirable.
• Proficiency in Microsoft Word and Excel at an intermediate level.
  

Competencies/Soft Skills:

• Strong planning, organisational, and interpersonal skills.
• Resilient and self-aware, with a proactive approach to problem-solving.
• High level of initiative and professionalism.
• Willingness to learn and adapt, with a curiosity for process improvement.
• A collaborative team player committed to delivering exceptional service.
  

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