Customer Service Manager - Pensions

SS&C Technologies Holdings; Park Central; Hybrid; GBP 45,000 - 60,000; Full time

Job summary

A leading technology services provider is seeking a Customer Services Manager to lead a team focused on exceptional customer service while collaborating with multiple departments. The ideal candidate has strong leadership skills, experience in the financial services sector, and relevant qualifications. This role offers a hybrid work model and emphasizes professional development, work-life balance, and diversity.

Benefits

Hybrid Work Model

Professional Development Reimbursement

Flexible Time Off

Medical, Dental, Vision benefits

Employee Assistance Program

Discounts on fitness clubs and travel

Qualifications

• Strong desire to motivate and engage colleagues for exceptional service.
• Experience in conducting conduct and capability reviews.
• Ability to adapt and challenge existing work practices.

Responsibilities

• Lead improvement opportunities for customer experience.
• Drive execution of Quality Framework in the team.
• Motivate teams to meet KPIs and service levels.
• Manage conduct and capability addressing underperformance.

Skills

Strong people and leadership skills

Knowledge of current legislation and compliance

Experience in managing and leading teams

Positive attitude towards change

Ability to work on own initiative

Financial Services experience

Education

CF1 / FPC1, FA1 or equivalent

CII Certificate in Financial Administration

Tools

Knowledge of ACD

Job description

Job Description

Job Title: Customer Services Manager - Pensions

Locations: Birmingham | Hybrid

Get To Know the Team

The role of Customer Services Manager will lead a team across multiple skills, including key relationships with Finance, HR and Distribution teams, to provide / support exceptional customer delivery in a service-orientated environment.

Why You Will Love It Here!

• Flexibility : Hybrid Work Model & a Business Casual Dress Code, including jeans
• Your Future : Professional Development Reimbursement
• Work / Life Balance : Flexible Personal / Vacation Time Off, Sick Leave, Paid Holidays
• Your Wellbeing : Medical, Dental, Vision, Employee Assistance Program, Parental Leave
• Diversity & Inclusion : Committed to Welcoming, Celebrating and Thriving on Diversity
• Training : Hands-On, Team-Customized, including SS&C University
• Extra Perks : Discounts on fitness clubs, travel and more!

What You Will Get To Do :

Customer

• Play a lead role in ensuring any opportunities which have been identified to improve customer experience, land efficiently and effectively, and are embedded to help achieve desired benefits in their team
• Lead the delivery within the Vulnerable Customer framework & ensuring colleagues fully comply with the requirements in their team
• Driving execution of the Quality Framework to ensure appropriate standards are being met in their team
• Proactively drive and implement learning from complaints RCA in in their team

Colleague / People

• Lead and coach the team to improve quality and quantity of customer outcomes.
• Drive with energy to motivate teams to deliver agreed KPI’s, service levels, quality standards and deadlines.
• Be relentless in driving engagement, empowerment, reward & recognition amongst colleagues.
• Take a proactive approach to 1-2-1s, ensuring that all colleagues are appropriately supported with their development.
• Robustly manage conduct and capability addressing underperformance, including behaviours, creating performance plans, colleague disciplinaries, recording and having conversation around colleague absenteeism Inc. return to work interviews.
• Carry out team and/or regulatory meetings as well as morning buzz huddles.
• Support colleagues through difficult and challenging discussions, both personal and work related.

Required skills and behaviour requirements

• Strong people and leadership skills, with a desire to motivate, inspire and engage colleagues to deliver exceptional customer service.
• Knowledge and understanding of current legislation, compliance, and products.
• Demonstrable experience in managing / leading teams, including conducting conduct and capability reviews.
• A positive attitude towards change, with a desire to challenging our approach to existing work practices.
• Support the embedding of cost effective and efficient processes.
• Ability to work on own initiative and with minimum supervision.
• Financial Services experience.

Qualifications

• CF1 / FPC1, FA1 or equivalent.
• Knowledge of ACD and proven call centre experience.
• CII Certificate in Financial Administration.

We encourage applications from people of all backgrounds and particularly welcome applications from under-represented groups, to enable us to bring a diversity of perspectives to our thinking and conversation. It's important to us that we strive to have a diverse workforce in the widest sense.