Customer Service Manager

Role overview

Customer service and people leadership

• Drive service quality, customer satisfaction and team performance; monitor service levels, productivity and customer outcomes.
• Handle complex or sensitive customer issues as an escalation point.
• Coach and develop Team Leaders and support performance management, development, wellbeing, recruitment, onboarding and training.
• Use management information and customer insight to find trends and improvement opportunities.
• Support operational changes and process improvements, working with wider teams to deliver a seamless customer experience.

Customer outcomes and risk

• Champion Consumer Duty, Treating Customers Fairly and appropriate support for vulnerable customers.
• Identify and escalate complaints, dissatisfaction and service issues; maintain a strong risk and control environment.
• Partner with Complaints, Quality Assurance, Financial Crime, Compliance and Risk functions.

Experience and skills

• Experience leading customer service, contact centre or customer operations teams and managing people.
• Understand service levels, customer contact and queue management, and performance metrics.
• Use management information and operational data to improve service delivery; handle complaints, escalations and service recovery.
• Manage multiple priorities in a busy operational environment.
• Banking or regulated-environment experience is advantageous; experience with contact centre technology, CRM, reporting, process improvement or digital transformation is desirable.

Hours and travel

• Monday to Friday, 9:00am–5:30pm.
• Regular travel between Birmingham and London, with occasional travel to other HTB offices.

Working pattern

• Hybrid working pattern, stated as 50/50.