Customer Service Team Manager- CAF Bank

Charities Aid Foundation (CAF); Kings Hill; On-site; GBP 40,000 - 60,000; Full time

Benefits offered by this job

Hybrid working environment

Development opportunities

Pension scheme with competitive contributions

Job summary

A charitable banking organization in the United Kingdom is seeking a Customer Services Manager to lead a high-performing team and enhance customer experience. In this role, you will manage operations across telephony and digital channels, analyze performance data, and drive improvements. Ideal candidates will have experience in customer service operations and strong leadership skills. Enjoy hybrid working, development opportunities, and a competitive pension scheme.

Qualifications

• Experience in leading customer service operations.
• Strong skills in resource planning and operational management.
• Ability to analyze performance data effectively.

Responsibilities

• Lead a high performing customer services team.
• Manage day to day operations across multiple channels.
• Deliver service levels and performance targets.

Skills

Leading customer service teams

Operational management

Data analysis

Communication skills

Stakeholder management

Problem-solving

Job description

Ready to lead a high-performing team and shape an outstanding customer experience?

We’re looking for an experienced Customer Services Manager to join our Customer Services team and drive service excellence across every customer touchpoint.

What you’ll do

At CAF Bank, every one of us contributes to our impact, and as our Customer Services Manager you will play a vital role in delivering an outstanding experience for our customers.

You will lead a high performing Customer Services team, ensuring excellent service across all contact channels while driving operational efficiency and continuous improvement. You’ll also play a key role in evolving our service model and delivering a strong customer first culture.

As our Customer Services Manager you will:

• Lead and develop a high performing customer services team.
• Manage day to day operations across telephony, digital and administrative channels
• Deliver service levels and operational performance targets
• Use data and insight to improve customer experience and team performance
• Handle complex customer escalations and support complaint resolution
• Drive continuous improvement and support transformation initiatives

Who we are looking for

This role is for you if you have experience of leading customer service operations or have strong transferable leadership skills and are passionate about delivering excellent customer outcomes.

We are looking for:

• Experience leading and developing customer service teams
• Strong operational management and resource planning skills
• Ability to analyse performance data and drive improvements
• Experience managing customer escalations and complex issues
• Strong communication and stakeholder management skills
• A focus on delivering fair and positive customer outcomes

What’s in it for you

At CAF Bank you will receive:

• Permanent hybrid ways of working where roles allow
• A wide range of development opportunities to support personal and professional growth
• Pension scheme with better-than-market employer contribution options

About CAF Bank

We are more than a bank. From the one-person causes to the large-scale organisations, we are the bank charities turn to. We believe in the power of good, and in treating the goals of charities as our own.

We are owned by Charities Aid Foundation (CAF). CAF connects charities with funds, and we at CAF Bank help charities to manage those funds.

Our connection with such a long-established charitable organisation highlights how we believe in banking with purpose.

If you are interested in joining us as a Customer Service Team Manager and being part of an organisation who are people focused and are “Together Building Opportunity” please click on the apply button and you will be redirected to CAF jobs portal where you can find out more about the position and apply.