Customer Experience Leader (FinTech) - Support & Operations

JaJa Finance Ltd; Manchester; On-site; GBP 80,000 - 100,000; Full time

Job summary

A consumer finance company in the UK is looking for a Customer Servicing Manager to lead a team in delivering exceptional customer experiences through telephony and messaging. Responsibilities include managing daily operations, ensuring compliance with regulations, and driving continuous improvement initiatives. The ideal candidate will have a background in financial services, strong leadership qualities, and experience with digital messaging platforms. Competitive salary and benefits package are offered.

Benefits

Competitive salary

Pension contributions

Private medical cover

25 days annual leave plus bank holidays

Bonus potential

Employee assistance program

Qualifications

• Proven experience managing customer service teams in financial services.
• Strong knowledge of telephony and digital messaging platforms.
• Excellent leadership, coaching, and people development skills.

Responsibilities

• Oversee day-to-day operations of telephony and messaging teams.
• Ensure all customer interactions meet quality standards.
• Manage workforce planning and resource allocation.

Skills

Customer service management

Telephony platforms knowledge

Leadership skills

Analytical mindset

Regulatory knowledge

Stakeholder management

Tools

Zendesk

AWS

Twilio

Job description

A consumer finance company in the UK is looking for a Customer Servicing Manager to lead a team in delivering exceptional customer experiences through telephony and messaging. Responsibilities include managing daily operations, ensuring compliance with regulations, and driving continuous improvement initiatives. The ideal candidate will have a background in financial services, strong leadership qualities, and experience with digital messaging platforms. Competitive salary and benefits package are offered.