Team Manager - Customer Solutions Team

ClearScore; Manchester; Hybrid; GBP 40,000 - 65,000; Full time

Job summary

ClearScore recherche un Team Manager pour son Customer Solutions Hub à Manchester. Vous aurez un rôle clé dans la direction d'une équipe dédiée à l'excellence du service, avec la responsabilité de veiller à la performance et à la satisfaction client. En tant que leader, vous encouragerez une culture de collaboration et de développement, tout en ayant l'opportunité de conduire des changements innovants au sein de l'équipe.

Benefits

25 jours de congés payés

Couverture santé et dentaire privée

Journées pour le bien-être et développement professionnel

Bureau accueillant pour les chiens

Repas gratuits et collations

Formations continues et coaching financier

Plan de pension avec jusqu'à 6% de contrepartie

Formation en leadership

Qualifications

• Expérience avérée en gestion d'une équipe de vente ou de service.
• Capacité à travailler dans un environnement en évolution rapide.
• Compétences organisationnelles et de décision solides.

Responsibilities

• Diriger, coacher et soutenir l'équipe pour dépasser les KPIs.
• Surveiller les performances quotidiennes et fournir des retours pour la croissance.
• Collaborer avec les équipes produit et de conformité pour optimiser le parcours client.

Skills

Leadership

Sales Performance Management

Customer Service Excellence

Coaching

Education

Bachelor's degree preferred

Job description

Team Manager – Customer Solutions Hub

Location: Manchester
Hybrid Working: 2 days in-office, 3 days remote
Salary: OTE of £55k – £65k (base up to £40k + bonus)

About Us
With the exciting acquisition of Aro by the ClearScore Group, we’re scaling new heights as we transform the way consumers access financial products. Now’s the time to join our growing team in Manchester as we expand our market-leading Solutions Hub. This is a unique opportunity to lead a team of passionate Customer Solutions Experts who are reshaping the financial wellbeing journey for our users.

About the Role
As Team Manager, you will play a pivotal role in driving performance, motivation, and success across a team of Customer Solutions Experts. You will ensure operational excellence, deliver outstanding user experiences, and foster a collaborative culture rooted in growth, support, and customer-first values.

What You'll Be Doing

• Lead, coach, and support a team of Customer Solutions Experts to exceed sales and service KPIs.
• Monitor daily performance metrics, conduct regular 1:1s, and deliver feedback that empowers team members to improve and grow.
• Champion a high-performance, inclusive culture focused on continuous development and outstanding customer outcomes.
• Collaborate cross-functionally with product, compliance, training, and tech teams to optimise tools, processes, and the overall customer journey.
• Lead by example in upholding compliance standards and quality assurance in financial services and unsecured lending.
• Identify and implement opportunities for innovation within the team, influencing operational strategy.
• Support hiring, onboarding, and training to ensure new team members are set up for success.
• Proactively manage shift coverage and workload distribution to meet service level agreements (SLAs) across the hybrid working model.

What we expect from you:

• Proven experience managing or supervising sales or service teams, ideally in financial services or a contact centre environment.
• Strong understanding of sales performance management and customer service excellence.
• A motivational leader who thrives on developing people and creating a collaborative, results-driven environment.
• Hands-on experience in coaching, mentoring, and performance management.
• Commercial awareness with a focus on customer-centric results.
• Excellent organisational, communication, and decision-making skills.
• Adaptable mindset with the ability to thrive in a scale-up environment and embrace change.
• Knowledge of unsecured lending is a plus (but not essential).
• OTE of £55k – £65k (base up to £40k + bonus)
• 25 paid holidays and a “duvet day” on your birthday
• Private health and dental cover - including mental health support through Bupa
• GP office visits
• Up to 6% matched pension
• Regular Lunch and Learns with guest speakers
• Dog-friendly office
• Daily breakfast and free snacks
• Access to discounts via Cobens Extras
• Free sports and social clubs
• Continued investment into learning and development
• Leadership-led training
• In-house psychotherapist
• Financial coach to help you plan and achieve your goals
• Generous maternity and paternity plans
• Culture and inclusion representatives
• Transparent pay structure and a career growth plan

ClearScore Group is committed to providing equal employment opportunities to all qualified individuals. As an equal opportunity employer, we are able to make reasonable adjustments to accommodate individuals with disabilities during the recruitment and selection process. If you require accommodation, please inform us in advance, and we will work with you to meet your needs.

Our Hybrid Model

We embrace adynamic hybrid work environment that balances flexibility with collaborative in-person experiences. Our approach is designed to foster innovation, team connection, and individual productivity.

Level 6 and above: Minimum 3 days per week in-office

We believe this structure offers the best of both worlds - the flexibility of remote work and the synergy of face-to-face collaboration. Our office days are carefully coordinated to maximise team interactions and learning/ mentorship opportunities.

What This Means for You:

Flexibility to manage your work and life

Dedicated in-office days for team building and collaborative projects

Office facilities (with plants!) designed for productive interactions

Clear expectations and support for maintaining our hybrid schedule

We’re committed to creating an inclusive environment that accommodates diverse needs while maintaining our collaborative culture. Join us in shaping the future of work!

Note: While we offer flexibility, commitment to our hybrid schedule is an important aspect of our team culture and performance expectations.

Inclusion Policy

We are always looking for talented individuals to join ClearScore. We are an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for our people. Please see our People Policy Notice athttps://www.clearscore.com/people-notice .

Inclusion Policy

We are always looking for talented individuals to join ClearScore. We are an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for our people. Please see our People Policy Notice athttps://www.clearscore.com/people-notice .

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