Customer Services Team Manager - Wimborne - Up to £44K

Stichting Vrienden van Zonnehuisgroep Amstelland; Guildford; On-site; GBP 44,000; Full time

Job summary

An established industry player is seeking a dynamic Customer Services Manager to lead a high-performing team in delivering exceptional customer experiences. This role involves ensuring regulatory compliance, driving team performance, and fostering a collaborative environment. The ideal candidate will possess strong leadership skills, a proactive approach to problem-solving, and a passion for customer service. Join a forward-thinking organization where your contributions will make a significant impact on customer satisfaction and team development.

Qualifications

• Proven managerial experience in customer service or financial services.
• Strong leadership and team development capabilities.

Responsibilities

• Lead a high-performing customer service team to achieve KPIs.
• Ensure compliance with regulatory standards and internal controls.
• Motivate and develop team members through coaching and training.

Skills

Management Experience

Interpersonal Skills

Communication Skills

Organisational Skills

Decision-Making Skills

Proactive Problem Solving

Job description

Customer Services Manager - Wimborne - Up to £44K - Great Benefits

Are you an experienced leader with a passion for customer service?

We're looking for a Customer Services Manager to join our client's team. In this role, you'll lead a high-performing team, ensure regulatory compliance, and deliver outstanding customer experiences. If you're ready to take on a key leadership role and make a real impact, we'd love to hear from you!

Key Responsibilities

1. Lead team performance through coaching, feedback, and regular reviews.
2. Motivate the team to enhance productivity and customer experience.
3. Coordinate workloads to ensure efficient, high-quality service delivery.
4. Monitor KPIs (call volumes, abandonment, and acceptance rates) to meet targets.
5. Ensure adherence to regulatory and internal controls, maintaining accurate documentation.
6. Report on risk changes and manage compliance within the risk management framework.
7. Drive team development through training and collaboration with Learning & Development.
8. Prepare and deliver reports, supporting key projects and decision-making.
9. Oversee recruitment and onboarding of new team members.
10. Act as a subject matter expert for complex queries and escalated calls.
11. Keep the team engaged with new initiatives, products, and industry trends.
12. Provide tailored support to vulnerable customers, ensuring empathy and compliance.

Key Skills & Experience

1. Previous managerial experience, ideally within financial services.
2. Strong interpersonal, communication, and organisational skills.
3. Ability to work under pressure with a proactive, solutions-driven approach.
4. Effective decision-maker with strong information-gathering skills.
5. Collaborative leadership style focused on motivating and developing the team.

If you are interested in the Customer Services Team Manager role and would like to be considered, we would love to hear from you!

Click the Apply Button Now or Contact Us On:

Tel: [phone] option 1 - Office & Commercial Team

Email

Bond Williams Professional Recruitment are an equal opportunity employer and operate as an Employment Business and Recruitment Agency.