Customer Service Manager — Two-Centre Operations Lead

Hampshire Trust Bank Plc; Birmingham; On-site; GBP 60,000 - 90,000; Full time

Benefits offered by this job

Discretionary annual bonus

25 days annual leave + Holiday Buy

Private Medical Insurance (Bupa)

Cycle to Work & Green Car Schemes

Interest-free season ticket loan

Study support & memberships

Job summary

Hampshire Trust Bank Plc is seeking an experienced Customer Service Manager to lead our contact centre operations across Birmingham and London. You will manage two Team Leaders and their teams, delivering a consistently high standard of service across telephony, email and secure messaging.

This is a people-focused leadership role focused on building capable teams, maintaining service excellence and ensuring fair customer outcomes in a regulated environment.

Qualifications

• Experience leading customer service, contact centre or customer operations teams.
• Experience managing Team Leaders, Supervisors or Team Managers.
• Strong understanding of service levels, queue management and performance metrics.
• Experience using MI and operational data to improve service delivery.
• Experience dealing with complaints, escalations and service recovery.
• Ability to manage multiple priorities in a busy operational environment.

Responsibilities

• Lead day-to-day customer service operations across Birmingham and London contact centres.
• Drive service quality, customer satisfaction and team performance.
• Ensure customer enquiries are handled efficiently across telephony, email and other servicing channels.
• Monitor service levels, productivity, customer outcomes and operational performance.
• Act as an escalation point for complex or sensitive customer issues.
• Lead, coach and develop Team Leaders to deliver outstanding customer service.

Skills

Coaching

Communication

Stakeholder mgmt

Customer focus

Organisational skills

Leadership

Tools

CRM platforms

Reporting tools

Contact centre technologies

Job description

Hampshire Trust Bank Plc is seeking an experienced Customer Service Manager to lead our contact centre operations across Birmingham and London. You will manage two Team Leaders and their teams, delivering a consistently high standard of service across telephony, email and secure messaging.

This is a people-focused leadership role focused on building capable teams, maintaining service excellence and ensuring fair customer outcomes in a regulated environment.