Customer Service Manager - Lead, Coach & Elevate CX

Foresters Financial UK; Bromley; On-site; GBP 40,000 - 56,000; Full time

Benefits offered by this job

Discretionary bonus

28 days’ annual leave plus bank hols

Life assurance

Contributory pension scheme

One day paid leave for charity

Job summary

Foresters Financial UK is seeking an experienced Customer Service Manager to lead an established operations team and own a high-performing customer service function across financial products and services.

You will work with other Customer Service Managers to shape the future of our operation, ensuring outstanding customer experiences while maintaining strong governance, accountability, and a collaborative culture.

Qualifications

• Significant people leadership experience within customer service and financial services.
• Proven track record of building engaged, high-performing teams and developing capability.
• Experience leading customer servicing, operational support or reconciliation functions.

Responsibilities

• Lead a team of circa 20 customer service professionals to achieve goals.
• Foster a positive, performance-focused culture with strong accountability.
• Manage customer servicing, reconciliation and operational support activities to meet service standards.
• Support colleagues through change and build capability in evolving operations.
• Use data and metrics to identify opportunities for improvement and drive outcomes.
• Ensure governance and controls around financial transactions and reconciliations.
• Build strong cross-business relationships and influence stakeholders across levels.
• Identify and implement improvements to enhance efficiency and customer experience.
• Act as a role model for leadership and customer excellence.

Skills

People leadership

Customer service

Coaching

Regulated environment

Stakeholder management

Communication

Analytical mindset

Job description

Foresters Financial UK is seeking an experienced Customer Service Manager to lead an established operations team and own a high-performing customer service function across financial products and services.

You will work with other Customer Service Managers to shape the future of our operation, ensuring outstanding customer experiences while maintaining strong governance, accountability, and a collaborative culture.