Customer Solutions Manager

Customer Solutions Manager – Manchester As a Customer Solutions Manager to lead our Manchester-based Customer Solutions Centre. We’re seeking a dynamic individual with strong leadership and operational management experience in financial services, particularly unsecured loans. What You’ll Do: * Team Leadership & Development: Lead and manage contact centre agents, implement engagement strategies, and provide ongoing coaching. * Operational Performance: Oversee KPIs (call handling, customer satisfaction), and improve processes. * Compliance & Risk Management: Ensure adherence to FCA regulations and GDPR. * Customer Experience: Enhance customer journeys, resolve escalated complaints, and improve retention. * Sales & Conversion: Drive conversion rates and train agents on compliant selling practices. * Technology Management: Ensure the contact centre is equipped with up-to-date tech and CRM systems. * Financial Performance: Manage budgets and contribute to cost control and forecasting. What We Expect: * Proven contact centre management experience in financial services, with a focus on unsecured loans. * Strong knowledge of FCA regulations and UK compliance requirements. * Ability to improve operational performance, handle complaints, and manage teams. Perks: * Up to £45k salary + bonus (OTE £60k) * Hybrid working (3 days office, 2 days home) * 34 days holiday (incl. bank holidays), pension scheme, and enhanced healthcare * Casual dress code, flexible working, and regular team incentives This role is ideal for an ambitious individual passionate about driving customer outcomes in a fast-paced environment