Customer Service Manager - Lead & Elevate CX (Hybrid)

Finance Connect; Greater London; Hybrid; GBP 45,000 - 55,000; Full time

Benefits offered by this job

Hybrid working

Annual discretionary bonus

Generous pension

Job summary

James George Recruitment is partnering with a well-established international equipment and asset finance lender to hire an experienced Customer Service Manager for the UK. The role leads the UK Customer Service team, acting as the first point of contact for customers, introducers and colleagues, with the Complaints function and Facilities responsibilities.

Reporting to the Head of Business & Customer Services, you will drive operational excellence, develop your people and lead continuous

Qualifications

• Proven leadership and people management experience in a customer service environment.
• Strong analytical and problem-solving skills with a track record of process improvement.
• Excellent verbal and written communication, calm under pressure.
• Asset finance knowledge is preferred but not essential.

Responsibilities

• Lead, motivate and develop a high-performing team with regular 1:1s and coaching.
• Deliver structured training on systems and processes to new and existing staff.
• Quality-check and authorise team output, ensuring mailbox SLAs are met with proper responses.
• Work with Compliance to build ongoing risk assessment and controls.
• Review department processes and lead improvement projects.
• Produce, analyse and present performance reports to support decision-making.
• Represent Customer Services in cross-functional initiatives with other departments.
• Support the Complaints Officer so that complaints are handled in line with regulatory requirements.
• Manage the Facilities team, including office improvement and relocation projects.
• Contribute to the department’s strategic planning.

Skills

Leadership

People management

Customer service management

Process improvement

Communication

Job description

James George Recruitment is partnering with a well-established international equipment and asset finance lender to hire an experienced Customer Service Manager for the UK. The role leads the UK Customer Service team, acting as the first point of contact for customers, introducers and colleagues, with the Complaints function and Facilities responsibilities.

Reporting to the Head of Business & Customer Services, you will drive operational excellence, develop your people and lead continuous