Customer Support Team Manager

Guardian Financial Services; Reading; On-site; GBP 35,000 - 50,000; Full time

Job summary

A financial services provider in Reading is looking for an experienced Team Manager for their Back Office customer service team. You will lead operations, ensuring high-quality service while meeting business targets. Responsibilities include overseeing administrative tasks, improving efficiencies, and managing the team. Candidates should have experience in customer service management and be able to collaborate effectively with various stakeholders. This role offers the opportunity to enhance an award-winning service reputation.

Qualifications

• Experience in leading customer service and administrative functions.
• Ability to work with colleagues at all levels.
• Effective communication skills with external stakeholders.

Responsibilities

• Ensure service quality meets market standards.
• Oversee quality in administrative tasks.
• Lead and manage the back-office team.

Skills

Leadership

Customer service management

Problem-solving

Team collaboration

Job description

Overview

We are looking for an experienced and detail orientated Team Manager to join our Back Office customer service team.

Brief Overview Of The Role

As the Team Manager - Back Office, you will lead Guardian's customer service operations, ensuring high-quality service for both advisers and customers while meeting business targets. You will manage resources, oversee administrative tasks, drive efficiency improvements, and collaborate across departments to continuously improve our award-winning service reputation.

What You’ll Be Doing

In this pivotal role, you will ensure and guide your team in delivering Guardian’s Customer Services proposition for both advisers and customers, maintaining our market-leading service quality. Your responsibilities include but will not be limited to:

• Ensuring service quality meets market standards.
• Work with Distribution and Marketing teams to understand our reputation in the market and react appropriately to feedback.
• Overseeing quality in administrative tasks such as underwriting support and policy servicing.
• Reducing process errors through feedback and improvements.
• Be an active leader and line manage members of the back-office team.
• Improving efficiencies.
• Preparing the team for changes, including Standing Operating Procedure reviews.

To successfully fulfil this role, you will need experience in leading customer service and administrative functions and the ability to work with colleagues at all levels and with external stakeholders.

If you feel that you would thrive in this position, please do not hesitate to apply! Should you wish to learn more about the role, or have any questions, please contact our HR Team via [e-mail].