Customer Service Manager

This is more than a team management role. It is an opportunity to help shape the future of customer service within a purpose-led organisation that puts customers and colleagues at the heart of everything we do. You will work alongside experienced leaders, contribute to meaningful operational improvements and have the opportunity to leave a lasting impact on both the customer and colleague experience.

About the Role

We are looking for an experienced and inspirational Customer Service Manager to join our established operations team. This is an exciting opportunity to take ownership of a highly experienced customer service function supporting our customers across a range of financial products and services. Working alongside other Customer Service Managers, you will play a key role in shaping the future of our operation, ensuring we continue to deliver outstanding customer experiences while developing a high-performing, engaged and accountable team culture. If you are a people leader who thrives on coaching others, driving continuous improvement and creating an environment where colleagues can do their best work, we would love to hear from you.

As Customer Service Manager, you will lead a team responsible for delivering excellent customer service within a regulated financial services environment. You will be balancing customer outcomes, operational performance and risk management while ensuring your team remains motivated, capable and focused on delivering exceptional service.

• Leading, coaching and developing a team of circa 20 customer service professionals to achieve both individual and team success.
• Creating a positive, performance-focused culture where accountability, collaboration and customer-centricity are embedded in day-to-day operations.
• Managing customer servicing, reconciliation and operational support activities to ensure service standards are consistently achieved.
• Supporting colleagues through change, helping to build capability and confidence in an evolving operational environment.
• Using data, insight and operational metrics to identify opportunities for improvement and drive better outcomes.
• Ensuring robust governance and controls are maintained around financial transactions, payment processing and reconciliations.
• Building strong relationships across the business.
• Identifying and implementing improvements that enhance efficiency, strengthen controls and improve the customer experience.
• Acting as a role model for leadership behaviours and customer excellence.

Required Skills

We are looking for an experienced leader who combines strong operational expertise with a genuine passion for developing people. You will bring:

• Significant people leadership experience within customer service financial services.
• A proven track record of building engaged, high-performing teams and developing individual capability.
• Experience leading customer servicing, operational support, administration or reconciliation functions.
• Strong coaching skills with the ability to inspire confidence, drive accountability and support colleague growth.
• Experience working within a regulated environment where customer outcomes, governance and controls are critical.
• The ability to balance strategic thinking with a willingness to engage in operational detail when required.
• Excellent communication and stakeholder management skills.
• A collaborative approach and the credibility to influence across all levels of the organisation.
• Resilience, adaptability and a solutions-focused mindset.

What We offer You

• Discretionary annual bonus.
• 28 days’ annual leave plus bank holidays.
• Life assurance.
• Contributory pension scheme.
• One day of paid leave each year for charitable or community work.
• Workplace health and wellbeing programme.

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