Customer Contact Centre Manager — Flexible Leadership & Impact

Mercedes-Benz; Milton Keynes; On-site; GBP 60,000 - 80,000; Full time

Job summary

A leading financial services provider in Milton Keynes seeks a proactive professional to manage customer service operations. Responsibilities include ensuring compliance with FCA regulations, managing departmental budgets, and implementing continuous improvement initiatives. Candidates should possess strong skills in performance management and customer service, along with proficiency in CRM systems. A competitive salary and perks like a pension scheme and flexible benefits are offered, reflecting our commitment to employee wellbeing and development.

Benefits

Competitive salary

Discretionary bonus structure

Colleague car schemes

Pension scheme

Flexible benefit pot

Employee Assistance Programme

Mental Health First Aiders

Qualifications

• Proven experience managing regulated customer service operations.
• Strong track record in performance-management frameworks.
• Experience leading quality-assurance programmes.

Responsibilities

• Ensure adherence to FCA regulations and compliance.
• Manage departmental budgets and achieve OPEX targets.
• Implement continuous improvement initiatives in operations.

Skills

Customer service management

KPI governance

Change management

Performance analytics

Interpersonal skills

CRM systems proficiency

Tools

Microsoft Office

Job description

A leading financial services provider in Milton Keynes seeks a proactive professional to manage customer service operations. Responsibilities include ensuring compliance with FCA regulations, managing departmental budgets, and implementing continuous improvement initiatives. Candidates should possess strong skills in performance management and customer service, along with proficiency in CRM systems. A competitive salary and perks like a pension scheme and flexible benefits are offered, reflecting our commitment to employee wellbeing and development.