Customer Service Manager - Hybrid, Data-Driven Leader

LGBT Jobs

Greater London

Hybrid

GBP 55,000 - 75,000

Full time

8 days ago

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Benefits offered by this job

Pension contribution

Flexible working

30 days annual leave (plus holidays)

Cycle to work scheme

Healthcare cash plan

Life assurance and income protection

Paid voluntary days and parental leave

Job summary

British Business Bank is seeking a leader to head a multi-channel customer service team in a hybrid London setting. You will drive a high-quality, compliant service by leveraging customer insight and performance data to inform continuous improvement and the customer experience strategy.

You will oversee operational performance, service levels and quality, using MI to spot opportunities and coach staff, while collaborating across Start-Up Loans and the wider British Business Bank to evolve our

Qualifications

Experience leading customer service teams.
Ability to use data/MI to drive improvements.
Strong stakeholder management capability.
Solid understanding of quality, compliance and customer experience.

Responsibilities

Lead a high-performing, multi-channel customer service team.
Manage operational performance, service levels and quality.
Use MI and insight to identify improvement opportunities.
Coach and develop the team and manage risk and quality assurance.
Collaborate with colleagues across Start-Up Loans and the British Business Bank.