Asset Finance: Customer Services Lead (Hybrid)

CBC Recruitment Solutions; Greater London; Hybrid; GBP 45,000 - 50,000; Full time

Job summary

CBC Recruitment Solutions partners with an asset finance business in London to recruit a Customer Services Manager. The role is hybrid and focuses on shaping the customer services offering, driving process improvements and supporting the payout team during peak periods.

You will lead and develop the team, manage customer enquiries, oversee in-life processes, handle complaints, and collaborate cross-functionally to enhance the customer journey.

Responsibilities

• Lead and inspire your team to become company brand ambassadors, ensuring every service interaction embodies core values.
• Respond promptly to customer enquiries, ensuring every interaction results in a positive outcome and further enhances the customer’s experience with us.
• Oversee all in-life processes, including settlement requests, reschedules, account queries, refunds, and cash reconciliations.
• Collaborate with the wider team to handle customer complaints efficiently, turning negative experiences into positive ones through collective problem-solving.
• Set and uphold high team standards by leading through example, facilitating team development and ongoing training to ensure continuous improvement in customer service skills and overall team performance.
• Build strong relationships with all internal teams to assist with in-life requests and customer queries, enabling effective cross-collaboration.
• Drive innovation in customer engagement, leveraging technology, data insights and customer feedback to enhance the customer journey.

Job description

CBC Recruitment Solutions partners with an asset finance business in London to recruit a Customer Services Manager. The role is hybrid and focuses on shaping the customer services offering, driving process improvements and supporting the payout team during peak periods.

You will lead and develop the team, manage customer enquiries, oversee in-life processes, handle complaints, and collaborate cross-functionally to enhance the customer journey.