Customer Service Manager

British Business Bank; London; Hybrid; GBP 39,000 - 47,000; Full time

Job summary

A prominent role as Customer Service Manager at the British Business Bank requires a dynamic leader to oversee a multi-channel support team. The Manager will enhance customer satisfaction by aligning team performance with strategic objectives and continuously improving customer engagement processes to optimize services across the board.

Benefits

30 days annual leave plus bank holidays

15% employer pension contribution

Flexible working options

Cycle to work scheme

Healthcare cash plan

Paid voluntary days

Maternity, paternity, and adoption leave

Qualifications

• Experience in leading Customer Service Teams.
• Strong leadership in multimodal Contact Centre operations.
• Fluency in customer communication channels and CRM systems.

Responsibilities

• Manage performance of the customer service team and motivate advisors.
• Deliver high performance against KPIs for quality and satisfaction.
• Support Customer Contact Strategy and identify improvement opportunities.

Skills

Leadership

Stakeholder Management

Customer Success Delivery

Analytical Skills

Job description

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Customer Service Manager

Application Deadline: 4 July 2025

Department: Relationship Management

Employment Type: Permanent

Location: London

Description

Customer Service Manager

Location: London / Hybrid (Office Attendance 2 Days Per Week)

Contract: Permanent

Hours: Full time

Salary: Up to GBP 46,250 depending upon experience

Please note that any same band and job family internal moves will not present any pay increase

Key Benefits

Click here for a complete list of 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

The Role

The role of the Customer Service Manager sits within the Products Team here at British Business Bank. The role reports to the Senior Customer Experience Manager.

The role holder will be responsible for effective performance management of the products customer service team, a multi-channel customer support helpdesk. They will lead and motivate our team of Customer Service Advisor's to achieve team SLA's for customer contact and manage for high performance against their personal targets and KPI's for performance, quality and Customer Satisfaction.

They will report Customer Service MI to the Senior Customer Experience Manager and Products Senior Management. They will ensure effective management of any systems, controls and risk incidents, including delivery of the Quality Assurance Programme for Customer Service.

They will lead and inspire the team of Customer Service Advisor's to deliver excellent customer service by focusing on quality conversations measured by our Customer Satisfaction surveys. They will analyse customer feedback to support the ongoing learning and development of their team. They will keep their own knowledge up to date by staying informed of industry best practice.

They will work with the Senior Customer Experience Manager to support the delivery, design and scalability of Customer Contact Strategy and Customer Operations. They will support products's future Customer Support delivery model, ensuring maximum impact and ROI.

The role holder will be responsible for collaborating with Customer Experience colleagues and stakeholders across the business to ensure continuous improvement to the customer journey and optimise and streamline efficiency in their team processes.

Experience

To be considered for this role you must have previous experience leading Customer Service Teams and be able to demonstrate strong, dynamic leadership in overseeing a multi-channelled Contact Centre operation.

You will have a proven track-record of overall customer success delivery, providing positive ROI and results with a clear understanding of the market and can identify ways to build on opportunities and support teams to understand the strategic direction of senior leadership.

You will also have demonstrable stakeholder management skills and experience of building and maintaining relationships as well as being organised with a disciplined approach to follow through meticulously and hold others to account for delivery.

You will also have previously promoted continuous improvement and change, be resilient and diplomatic with a well-honed eye for detail.

You will be comfortable interpreting data and customer metrics and fully fluent in all technical aspects of contact centres and customer communication channels, CRMs, and up to date with technological advances in this field.

Click here to view the full job description.