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Customer Services Manager

Job Title: Customer Services Manager
Contract Type: Permanent
Location: Orpington
Salary: 35000 - 40000
Contact Name: Julie Rose
Contact Email:
Job Published: over 4 years ago

Job Description

Julie Rose Recruitment are looking for an experienced Customer Service Manager to be responsible for managing a high level of customer service in this financial services company in Beckenham. The Customer Service Manager will be responsible for recruiting, training, managing and developing a multi skilled team of customer service agents.

Main duties for the Customer Services Manager

  • To manage Customer Services administration, to ensure that all processing is completed in accordance with agreed service levels
  • To manage, develop, train and recruit a team of highly skilled and motivated administrators
  • To regularly assess the performance and behaviour of team members, identify development and training needs
  • Set & review objectives and set in place training plans to ensure that the required skills are obtained
  • To develop, implement, maintain and monitor service level standard
  • To develop and maintain quality controls
  • To streamline, improve and automate administration processes to ensure continuous improvement
  • To ensure procedures are up-to-date and fit for purpose
  • To manage authority levels and approval of tasks above administrator’s levels
  • Management of agreed budget
  • Provide monthly management information reports to Senior management
  • Provide statistical reporting to HMRC
  • Manage/contribute to projects for change management of administration business practises, processes and administration systems as required 


Person Specification for the Customer Services Manager

  • Ideally 3 to 5 years’ experience of managing a team of 8 to 12 people in a Customer Services administration function within the Financial Services industry
  • Someone who can act with the best interests of the client’s customers, ensuring they are treated fairly and receive fair outcomes
  • Must have or be prepared to complete the CII Certificate in Life and Pensions CF1, FA1 or equivalent
  • The knowledge of and the ability to manage a technical function, which involves compliance of FCA rules, a knowledge of the FCA's Treating Customers Fairly (TCF) principles, particularly the six desired outcomes TCF should achieve for our customers', HMRC requirements and other legislation
  • Have experience of identifying and assessing risk management in Customer Services
  • The ability to plan, monitor and control work through a highly computerised process
  • Be computer literate and competent in the use or Microsoft applications, which include Word, Excel, Outlook and Access

The successful Customer Services Manager will benefit from excellent working conditions and generous company benefits such as:

  • Yearly bonus – 14% of salary
  • 20 days’ holiday rising to 25 days after 1 years’ service
  • Season ticket loan
  • Childcare voucher scheme
  • Contributory pension and life insurance