Customer Interaction Project Manager

Soldo ltd; Camden Town; Hybrid; GBP 60,000 - 80,000; Full time

Job summary

A financial services company is seeking a Customer Interaction Programme Manager to lead the strategy and management of customer interaction across Europe. The role involves vendor management, leading process optimization, and enhancing customer satisfaction levels. The ideal candidate has strong leadership experience and a background in regulated financial services, as well as proficiency in tools like Salesforce and Zendesk. This position offers competitive salary, private healthcare, and flexible working options.

Benefits

Competitive salary

Private healthcare for you and your family

Pension scheme

Flexibility to work from home

60 days' work anywhere

25 days annual leave

Career development opportunities

Employee Assistance Programme

Qualifications

• Experience in driving change in a customer servicing environment.
• Solid experience in a regulated financial services environment.
• Strong customer care experience with improvement track record.

Responsibilities

• Define strategy for Customer Interaction across Europe.
• Manage external service providers and performance.
• Lead evolution and optimization of customer-related processes.

Skills

Vendor management

Salesforce

Zendesk

ChatBot solutions

Customer communication solutions

Microsoft Office products

AI in customer services

Team leadership

Analytical problem solving

Multitasking

Job description

Overview

The Customer Interaction Programme Manager will be responsible for defining in coordination with the FS leadership team the strategy, planning and management of the transformation agenda for Customer Interaction across Europe. This includes managing external service providers and their performance, vendor management of tools providers and ensuring the best fit and any evolution required. This role is also responsible for leading, for the Head of CI, the evolution and optimization of key customer-related processes (e.g. customer complaints, fraud management) and the tools used, with the objective of enhancing customer satisfaction/NPS, frictionless customer experience and overall organizational efficiency.

Responsibilities

• Led the enhancement of processes, tools and automation across Customer Interaction in multiple markets
• Experience in driving change (process/tech/organization) in a customer servicing environment
• Very good knowledge of Salesforce, Zendesk, ChatBot solutions, customer communication solutions, and Microsoft Office products
• Previous experience with AI deployed in a customer services environment is welcome
• Co-designed and implementation lead for CI cross-functional processes such as onboarding, ongoing due diligence, complaint management, fraud management, chargeback, and monitoring execution to ensure performance against targets
• Solid experience of working in a regulated and service-oriented financial services environment and knowledge of relevant regulations (e.g. Consumer Protection Code)
• Proven team leadership experience including management of external vendors
• Strong customer care experience with a track record in improving levels and standards of Customer Care
• Performance-driven and motivated by continuous improvement of performance and KPIs
• Analytical approach to problem solving
• Proactive mindset with the ability to define and implement processes and solutions to prevent issues
• Flexible approach to work with the ability to multitask

Nice to have

• Additional language skills (e.g. Italian or other)

Benefits

• Competitive salary
• Private healthcare for you and your family
• Pension scheme
• Flexible working options including working from home and in-office
• 60 days' work anywhere, including outside the UK if you want
• 25 days off a year, plus public holidays, Christmas Eve and New Year’s Eve, 2 volunteering days and an extra day off on your birthday
• Genuine career development opportunities, including mentoring and an annual £500 learning budget
• Employee Assistance Programme and wellbeing portal