Customer Support Manager

This is a fully remote position, open to applicants in United Kingdom.

📋 Description

• Spearheading the success of the Customer Support department through daily performance oversight, target establishment, and colleague engagement initiatives.

• Monitoring and managing the quality performance of the department, ensuring that Team Leaders provide prompt feedback to Agents who do not meet our quality benchmarks and that appropriate remediation is applied to customers when necessary.

• Reviewing, updating, and executing arrears management processes in alignment with the Collections strategy to enhance service quality and ensure a consistent customer journey across all undertaken processes.

• Engaging with all business departments to evaluate the impacts and implications of any changes.

• Collaborating closely with Team Leaders and broader stakeholders to identify trends and shifts in colleague performance.

• Driving reward and recognition initiatives while supporting performance management as needed.

• Identifying and executing opportunities to enhance operational efficiencies.

• Offering guidance and support to the team through regular communication via one-on-ones with direct reports and conducting weekly team meetings.

• Fostering a culture of high performance standards and cultivating a motivated workforce.

• Capable of identifying trends, monitoring progress, and ensuring adherence to company expectations.

• Providing valuable feedback to your line manager when appropriate.

• Documenting and reporting any procedural violations identified within the recoveries team, relaying information to relevant departments to help mitigate risks.

• Collaborating closely with key stakeholders to facilitate necessary changes across the organization.

• Consistently embodying and promoting our core values.

⛳️ Requirements

• Over 2 years of successful managerial experience in a customer-facing arrears management role within the Financial Services sector.

• Knowledge and understanding of essential regulatory requirements such as CONC, DISP, and Consumer Duty.

• Capability to lead high-performing teams operating remotely.

• Exceptional customer service skills with experience in developing processes and procedures, along with the ability to confidently implement these and address high-level customer satisfaction issues.

• Skilled in managing a team focused on exceeding customer service expectations and achieving high levels of satisfaction for all involved parties.

• Strong communication and decision-making abilities.

• Analytical thinker with excellent problem-solving skills.

• Comprehensive knowledge of best practices in Financial Services arrears management.

• Proficient in diffusing and resolving challenging situations in a professional and ethical manner.

• Strong literacy and numeracy capabilities.

• Keen attention to detail and accuracy.

🏝️ Benefits

• Time-off on Birthday

• Gym benefits

• Childcare benefits

• Health cash plan

• Aviva pension

• Professional subscription benefits