Job Description

Customer Service Manager - Nottingham

£45k-£50k

Customer Service Manager - The role:

• Foster a culture of excellent customer service across the team.
• Support the achievement of strategic objectives for customer service.
• Guide and mentor junior managers and customer service employees.
• Assess and improve the effectiveness of customer service offerings and processes.
• Collaborate with the compliance team to ensure adherence to policies and procedures.
• Provide regular management information (MI) and analysis to the Head of Customer Services.
• Report on team performance, customer effectiveness, risks, complaint handling, and outcomes.
• Lead employees in understanding customer needs and their impact on the business.
• Encourage and support the customer services agenda within the team.
• Help junior managers and employees prioritise tasks and deliver excellent service.
• Ensure staff are trained to recognise and support vulnerable customers appropriately.
• Build strong relationships with compliance and underwriting teams to strengthen inter-department collaboration.

Customer Service Manager - Skills and Experience:

• 5+ years of experience in customer services.
• An understanding of UK financial services and/or experience working in the financial industry.
• An ability to help build a culture where customer outcomes are the focus.
• Good communication skills.
• Ability to develop professional relationships and influence colleagues at all levels.
• Good team management and people development skills, ensuring a culture of leading by doing.

Brook Street NMR is acting as an Employment Agency in relation to this vacancy.