Customer Service Manager

British Business Bank plc; Greater London; On-site; GBP 55,000 - 75,000; Full time

Benefits offered by this job

30 days annual leave

Employer pension 15%

Flexible working

Cycle to work

Healthcare cash plan

Group Income Protection

Life assurance

Paid voluntary days

Wellbeing discounts

Job summary

British Business Bank plc in London is seeking a Customer Service Manager to lead a high-performing, multi-channel team. The role focuses on delivering excellent, compliant service and using insight to improve customer journeys.

You will manage performance, service levels, and risk controls, working with Start-Up Loans and the wider bank to shape the customer contact strategy in a fast-paced environment.

Qualifications

• Experience leading multi-channel customer service teams.
• Strong data/in insight to improve processes and journeys.
• Understanding of quality/compliance and customer experience.

Responsibilities

• Lead a multi-channel customer service team to deliver high-quality, compliant service.
• Use customer insight and performance data to drive continuous improvement and enhance journeys.
• Manage operational performance, service levels, quality, and risk controls with MI to identify opportunities.
• Collaborate with Start-Up Loans and the wider British Business Bank to develop the customer contact strategy.

Skills

Leadership

Data-driven

Stakeholder management

Coaching

Job description

Customer Service Manager

Application Deadline: 15 October 2026

Department: British Business Bank PLC

Employment Type: Fixed Term Contract

Location: London

Compensation: Competitive

Description

Location: London Hybrid Working

(Expectation that you will attend an office 2 days per week)

Contract: Fixed Term Contract up to 12 months

Hours: Full time 37.5 hours per week/flexible days and/or hours (Mon-Fri)

THE ROLE

In this role, you will lead a high-performing, multi-channel customer service team, ensuring customers receive an excellent, efficient and compliant service. You will use customer insight, performance data and feedback to drive continuous improvement, enhance customer journeys and support the delivery of our customer experience strategy.

You will be responsible for managing operational performance, service levels and quality, using MI and insight to identify opportunities for improvement and support effective coaching and development across the team. You will also play an important role in managing operational risk, controls and quality assurance, ensuring we maintain high standards of service and compliance.

Working collaboratively with colleagues and stakeholders across Start-Up Loans and the wider British Business Bank, you will support the development of our Customer Contact Strategy and future customer support model, helping us deliver an effective and scalable service as our business evolves.

We are looking for someone with experience leading customer service teams, using data and insight to improve performance, building strong stakeholder relationships and delivering positive outcomes for customers. You will be organised, adaptable and confident working in a fast-paced environment, with a strong understanding of quality, compliance and customer experience.

Most importantly, you will be passionate about creating exceptional customer experiences and supporting your team to deliver them.

Key Benefits

• 30 days annual leave plus bank holidays, opportunity to buy and sell up to 5 days holiday
• 15% employer pension contribution
• Flexible working
• Cycle to work scheme, healthcare cash plan, Group Income Protection and life assurance
• Paid voluntary days, maternity, paternity, adoption, and shared parental leave
• Benefits designed to suit your lifestyle - from discounts on retail and dining, to health and wellbeing, travel, and technology...and plenty more