Customer Solutions Manager
Posted 2 days ago
- Manchester, Greater Manchester
- Any
- External
- Expires In 3 months
Customer Solutions Manager – Manchester
As a Customer Solutions Manager to lead our Manchester-based Customer Solutions Centre. We’re seeking a dynamic individual with strong leadership and operational management experience in financial services, particularly unsecured loans.
What You’ll Do:
* Team Leadership & Development: Lead and manage contact centre agents, implement engagement strategies, and provide ongoing coaching.
* Operational Performance: Oversee KPIs (call handling, customer satisfaction), and improve processes.
* Compliance & Risk Management: Ensure adherence to FCA regulations and GDPR.
* Customer Experience: Enhance customer journeys, resolve escalated complaints, and improve retention.
* Sales & Conversion: Drive conversion rates and train agents on compliant selling practices.
* Technology Management: Ensure the contact centre is equipped with up-to-date tech and CRM systems.
* Financial Performance: Manage budgets and contribute to cost control and forecasting.
What We Expect:
* Proven contact centre management experience in financial services, with a focus on unsecured loans.
* Strong knowledge of FCA regulations and UK compliance requirements.
* Ability to improve operational performance, handle complaints, and manage teams.
Perks:
* Up to £45k salary + bonus (OTE £60k)
* Hybrid working (3 days office, 2 days home)
* 34 days holiday (incl. bank holidays), pension scheme, and enhanced healthcare
* Casual dress code, flexible working, and regular team incentives
This role is ideal for an ambitious individual passionate about driving customer outcomes in a fast-paced environment
As a Customer Solutions Manager to lead our Manchester-based Customer Solutions Centre. We’re seeking a dynamic individual with strong leadership and operational management experience in financial services, particularly unsecured loans.
What You’ll Do:
* Team Leadership & Development: Lead and manage contact centre agents, implement engagement strategies, and provide ongoing coaching.
* Operational Performance: Oversee KPIs (call handling, customer satisfaction), and improve processes.
* Compliance & Risk Management: Ensure adherence to FCA regulations and GDPR.
* Customer Experience: Enhance customer journeys, resolve escalated complaints, and improve retention.
* Sales & Conversion: Drive conversion rates and train agents on compliant selling practices.
* Technology Management: Ensure the contact centre is equipped with up-to-date tech and CRM systems.
* Financial Performance: Manage budgets and contribute to cost control and forecasting.
What We Expect:
* Proven contact centre management experience in financial services, with a focus on unsecured loans.
* Strong knowledge of FCA regulations and UK compliance requirements.
* Ability to improve operational performance, handle complaints, and manage teams.
Perks:
* Up to £45k salary + bonus (OTE £60k)
* Hybrid working (3 days office, 2 days home)
* 34 days holiday (incl. bank holidays), pension scheme, and enhanced healthcare
* Casual dress code, flexible working, and regular team incentives
This role is ideal for an ambitious individual passionate about driving customer outcomes in a fast-paced environment