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Customer Service Manager

Manchester Permanent £38,000 - £40,000 per year View Job Description
The Customer Service Manager will oversee and enhance customer service processes within the financial services sector, ensuring a high-quality experience for clients. This role is ideal for someone with a strong background in managing teams and improving service delivery standards.
  • Immediate start with a fantastic organisation.
  • Exciting position with great benefits package.

About Our Client

Our client is a well-established organisation in the financial services sector, known for its commitment to delivering exceptional customer experiences. As a medium-sized company, they offer a collaborative and professional work environment.

Job Description

  • Lead, coach, and develop a team of up to 20 customer service/support colleagues, promoting a high-performance, customer-focused culture
  • Set clear objectives, monitor performance, and deliver regular 1:1s, appraisals, and development plans
  • Develop and implement customer experience strategies aligned with business objectives and FCA requirements
  • Continuously review and optimise customer journeys to improve satisfaction, retention, and outcomes
  • Leverage customer feedback, complaints data, and insights to drive ongoing improvements
  • Ensure full compliance with FCA regulations, including Consumer Duty and Treating Customers Fairly (TCF)
  • Foster a strong compliance culture, ensuring team understanding of regulatory obligations and customer outcomes
  • Monitor customer interactions to ensure adherence to policies, scripts, and regulatory standards
  • Own and drive fair, consistent, and effective customer outcomes
  • Oversee complaint handling in line with FCA DISP rules and internal SLAs
  • Implement and manage quality assurance frameworks to enhance service standards
  • Monitor, analyse, and report on key KPIs (e.g., CSAT, NPS, first contact resolution, complaint volumes)
  • Use MI to identify trends, inform decisions, and improve performance
  • Identify inefficiencies and implement improvements to enhance customer and colleague experience
  • Collaborate with cross-functional teams (Compliance, Risk, Operations, Product) to deliver change initiatives
  • Identify, assess, and mitigate operational and conduct risks within the customer experience function
  • Act as a key liaison for internal stakeholders, including Compliance, Risk, and senior leadership
  • Communicate effectively across the organisation to align on customer experience priorities and regulatory expectations

The Successful Applicant

A successful Customer Service Manager should have:

  • Proven experience in managing customer service teams within the financial services or a regulated industry.
  • Strong understanding of customer service principles and best practices.
  • Excellent problem-solving and decision-making skills.
  • Ability to analyse data and implement effective solutions.
  • Outstanding communication and interpersonal skills.
  • Commitment to delivering exceptional customer experiences.

What's on Offer

  • Competitive salary .
  • Permanent role within the financial services industry.
  • Opportunities for professional growth and development.
  • Supportive and collaborative company culture.
  • Based in a convenient location with excellent transport links.



If you are a motivated Customer Service Manager looking to make a positive impact, we encourage you to apply. This is an excellent opportunity to further your career in the financial services sector.

Contact
Danielle Hughes
Quote job ref
JN-052026-7010349
Phone number
+44 161 828 6223

Job summary

Job function
Business Support
Subsector
Customer Services
Sector
Financial Services
Location
Manchester
Contract type
Permanent
Consultant name
Danielle Hughes
Consultant phone
+44 161 828 6223
Job reference
JN-052026-7010349