Customer Service Manager

Connect Recruitment Consultants Ltd; Slough; On-site; GBP 45,000 - 65,000; Full time

Job summary

Connect Recruitment Consultants Ltd in the United Kingdom seeks a Customer Relations Manager to lead the Customer Relations Team, ensuring seamless operational delivery and FCA compliance.

You will oversee end-to-end complaint handling under FCA guidelines, balance fair outcomes with commercial priorities, drive root‑cause improvements, and manage high‑level escalations across the business.

Qualifications

• Education: A levels or equivalent.
• 3 years' management experience preferred.
• Proven experience leading operational turnarounds with quality under deadlines.
• Intermediate proficiency in Excel and Word; experience with workflow systems.

Responsibilities

• Lead the Customer Relations Team to deliver compliant, effective customer service.
• Oversee end-to-end FCA complaint handling and escalate where needed.

Skills

FCA regulations

Dispute resolution

Analytical skills

Objection handling

Stakeholder communication

Team leadership

Process improvement

Education

A levels or equivalent

Tools

Excel

Word

Job description

Job Title: Customer Relations Manager

Reports To: Senior Customer Operations Manager

PURPOSE SUMMARY:

The Customer Relations Manager leads and develops the Customer Relations Team to ensure seamless operational delivery, strict regulatory compliance, and a customer-centric culture. In this role, you will oversee end to end complaint management under Financial Conduct Authority (FCA) guidelines, balancing fair customer outcomes with commercial priorities, driving root-cause operational improvements across the business, and managing high-level escalations.

ABILITY AND SKILLS PROFILE:

• Deep understanding of FCA complaint handling regulations, FOS frameworks and regulatory dispute resolution processes.
• Exceptional analytical skills with confidence to make fair, defensible decisions on complex customer cases.
• Advanced objection handling, conflict resolution and influential communication across all business levels.
• Proven ability to manage work queues, delegate effectively under pressure and build high performing teams.
• Ability to identify pain points in customer journeys and implement cross functional solutions.

REQUIRED EXPERIENCE AND QUALIFICATIONS

• Education: Minimum of A levels or equivalent.
• 3 years' experience in a management position preferred.
• Proven experience leading operational turnarounds, managing team leads and maintaining quality standards under tight deadlines
• Intermediate proficiency in Microsoft Excel and Word; experience navigating workflow management systems.