Customer Support Manager

Jaja Finance; Manchester; On-site; GBP 45,000 - 60,000; Full time

Job summary

A dynamic consumer finance company in Manchester seeks a Customer Service Lead to oversee operations in telephony and messaging. The successful candidate will drive service excellence, manage team performance, and ensure compliance with financial regulations. Ideal applicants will have strong leadership skills and a background in customer service within the financial industry. Competitive salary and flexible work arrangements are offered.

Benefits

Competitive salary

Pension contributions

Bonus potential

Private medical cover

25 days annual leave plus bank holidays

4x life insurance cover

Employee assistance program

Qualifications

• Proven experience managing customer service teams in financial services.
• Strong knowledge of telephony and digital messaging platforms.
• Excellent leadership, coaching, and people development skills.

Responsibilities

• Oversee day-to-day operations of telephony and messaging teams.
• Ensure all customer interactions meet quality standards.
• Drive process improvements to enhance efficiency.

Skills

Customer service management

Telephony systems knowledge

Leadership skills

Analytical mindset

Regulatory understanding (FCA, GDPR)

Stakeholder management

Tools

Zendesk

AWS

Twilio

Job description

About Jaja

Our Mission: Empowering our customers to buy, borrow, and build—driven by tech, fuelled by data, and built for the future. Our Company Values: Care Deeply, Adapt & Thrive, Challenge everything, Go for it! Own it, Make it Simple

Why Join Us?

This is a chance to make a real impact in a growing business on a mission to change the face of the consumer finance industry forever.

We have a collaborative team structure fuelled by an exciting mix of people, welcoming experienced people from the industry with both feet on the ground and tech‑savvy dreamers who pave way for the new stuff. Come as you are and be yourself!

Purpose of the Role

To lead and manage the Customer Servicing function across telephony and messaging with 2 team leaders reporting directly to you, ensuring exceptional customer experience, operational efficiency, and compliance with financial services regulations. The role is pivotal in driving service excellence, team engagement, and continuous improvement.

What’s the opportunity?

You will work in a dynamic fast paced environment, delivering a significant change agenda for a business that is shaking up the Consumer Finance industry. Working with a passionate set of colleagues who excel at delivery you will have a varied and interesting portfolio of activity that is not constrained by the status quo.

Key Responsibilities

Leadership & Team Management

• Oversee day‑to‑day operations of telephony and messaging teams.
• Set clear performance objectives and be accountable to set and deliver KPIs.
• Foster a culture of accountability, collaboration, and customer‑centricity.
• Coach and develop team leaders to build high‑performing teams.

Customer Experience

• Ensure all customer interactions meet quality standards and regulatory requirements.
• Monitor service levels across channels and implement strategies to improve response times and resolution rates.
• Act as an escalation point for complex or sensitive customer issues.

Operational Excellence

• Manage workforce planning, scheduling, and resource skills and allocation to meet demand.
• Drive process improvements to enhance efficiency and reduce customer effort.
• Utilize data and MI reporting to identify trends and inform decision‑making.

Compliance & Risk Management

• Ensure adherence to FCA regulations, GDPR, and internal policies.
• Maintain robust controls to mitigate operational and reputational risk.
• Support audits and regulatory reviews as required.

Continuous Improvement

• Champion digital servicing initiatives and automation opportunities.
• Gather customer feedback and insights to inform service enhancements.
• Lead projects to optimize multi‑channel servicing strategies.

Skills & Experience

• Proven experience managing customer service teams in financial services.
• Strong knowledge of telephony and digital messaging platforms (Zendesk/AWS/Twillio).
• Excellent leadership, coaching, and people development skills.
• Analytical mindset with ability to design data, interpret data and drive improvements.
• Understanding of regulatory requirements (FCA, GDPR).
• Strong communication and stakeholder management skills.

Key Performance Indicators (KPIs)

• Customer satisfaction
• Service level adherence (telephony and messaging).
• First contact resolution rate.
• Compliance audit scores.
• Employee engagement and attrition rates.

Behaviours

• Customer‑focused and empathetic.
• Data and results‑driven with a continuous improvement mindset.
• Collaborative and inclusive leadership style.
• Resilient and adaptable in a fast‑paced environment.

What's in it for you?

• The chance to make a real impact in a growing business on a mission to change the face of the consumer finance industry forever.
• Competitive salary
• Potential for part‑time working around other / family commitments
• Pension contributions
• Bonus potential
• Private medical cover
• 25 days annual leave (FTE) plus UK bank holidays and your birthday off (with an additional day added for each full calendar year worked, up to a maximum of 30 days).
• 4x life insurance cover
• Employee assistance program