Customer Service Leader - Hybrid, Multi-Site

Hampshire Trust Bank Plc; West Midlands; Hybrid; GBP 55,000 - 75,000; Full time

Benefits offered by this job

Hybrid working (50/50)

Private Medical Insurance (Bupa)

Pension scheme – 8% employer

Job summary

Hampshire Trust Bank Plc is seeking an experienced Customer Service Manager to lead our customer contact operations across Birmingham and London. You will manage two Team Leaders and their teams to ensure a consistently high standard of service across telephony, email and secure messaging.

This leadership role focuses on building capable teams, maintaining service excellence and delivering fair customer outcomes across the contact centres, with hybrid working and regular travel between sites.

Qualifications

• Experience leading customer service, contact centre or customer operations teams.
• Previous people management experience, ideally managing Team Leaders, Supervisors or Team Managers.
• Strong understanding of service levels, customer contact management, queue management and performance metrics.
• Experience using MI and operational data to improve service delivery.
• Experience dealing with customer complaints, escalations and service recovery.
• Ability to manage multiple priorities in a busy operational environment.

Responsibilities

• Lead day-to-day customer service operations across our Birmingham and London contact centres.
• Drive service quality, customer satisfaction and team performance.
• Ensure customer enquiries are handled efficiently across telephony, email and other servicing channels.
• Monitor service levels, productivity, customer outcomes and operational performance.
• Act as an escalation point for complex or sensitive customer issues.

Skills

People management

Customer service leadership

Data analytics

Stakeholder management

Tools

CRM systems

Contact centre software

Job description

Hampshire Trust Bank Plc is seeking an experienced Customer Service Manager to lead our customer contact operations across Birmingham and London. You will manage two Team Leaders and their teams to ensure a consistently high standard of service across telephony, email and secure messaging.

This leadership role focuses on building capable teams, maintaining service excellence and delivering fair customer outcomes across the contact centres, with hybrid working and regular travel between sites.