Job Description

Customer Services Manager (Head of)

The Company

My client is a new Fintech start-up who are focussed on disrupting the pension space. Launching later this year they are looking to grow out their team. They have 10 people and are based in Bank.

The Role

The role will be suited to an inspirational leader with the ability to manage a small internal team and our outsourced partners. Somebody who gives excellent services and exceptional customer outcomes which are key to the success of the business.

Main Job Responsibilities

· Leading the customer service operations within the business, covering multiple websites and sales channels, including B2B servicing financial advisers and D2C servicing consumers

· Excellent execution and day to day delivery of all KPI’s in line with customer and business needs resulting in quality customer experience across all channels

· Help grow the business and build brand advocacy based upon high levels of customer satisfaction, engagement and retention

· Optimise customer contact across each channel, through correct servicing of customer needs

· Develop your people to become multi-channel customer services experts

Key Skills and Experience

· Experience in delivering best in practice customer services and contact centre processes that cover organisational design, performance, forecasting and reporting.

· Experience in driving excellence in internal and external engagement.

· A hands on attitude and a good understanding customer needs

· Experience of first-hand experience of developing and delivering customer engagement programmes.

· Previous experience of working in e-Commerce or financial services would be an advantage.

To apply for the Customer Services Manager role, please click the “apply” button, or contact Dave Boyle on 0207 928 2525 or for more details.

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