Job detail for Customer Service Manager

Location:                       London Hybrid Working

                                         (Expectation that you will attend an office 2 days per week)

Contract:                       Fixed Term Contract  up to 12 months

Hours:                             Full time 37.5 hours per week/flexible days and/or hours (Mon-Fri)

THE ROLE

In this role, you will lead a high-performing, multi-channel customer service team, ensuring customers receive an excellent, efficient and compliant service. You will use customer insight, performance data and feedback to drive continuous improvement, enhance customer journeys and support the delivery of our customer experience strategy.

You will be responsible for managing operational performance, service levels and quality, using MI and insight to identify opportunities for improvement and support effective coaching and development across the team. You will also play an important role in managing operational risk, controls and quality assurance, ensuring we maintain high standards of service and compliance.

Working collaboratively with colleagues and stakeholders across Start-Up Loans and the wider British Business Bank, you will support the development of our Customer Contact Strategy and future customer support model, helping us deliver an effective and scalable service as our business evolves.

We are looking for someone with experience leading customer service teams, using data and insight to improve performance, building strong stakeholder relationships and delivering positive outcomes for customers. You will be organised, adaptable and confident working in a fast-paced environment, with a strong understanding of quality, compliance and customer experience.

Most importantly, you will be passionate about creating exceptional customer experiences and supporting your team to deliver them.

Please click on this Job Description to find out more details.

Key Benefits

Click here for a complete list of benefits

• 30 days annual leave plus bank holidays, opportunity to buy and sell up to 5 days holiday
• 15% employer pension contribution
• Flexible working
• Cycle to work scheme, healthcare cash plan, Group Income Protection and life assurance
• Paid voluntary days, maternity, paternity, adoption, and shared parental leave
• Benefits designed to suit your lifestyle - from discounts on retail and dining, to health and wellbeing, travel, and technology...and plenty more