Job Description

Junior Customer Service Manager

Nottingham

£29k-£30k

Role Overview:

As a Junior Customer Service Manager, you will work closely with the Customer Service Manager to lead and support a team of customer service professionals. Your role will be key in ensuring the team achieves optimal outcomes for customers. You will assist in executing and managing our customer service strategy on a daily basis, overseeing operations, and fostering a customer-first mindset within the team. Additionally, you'll collaborate with departments like compliance and underwriting to ensure a smooth and consistent experience for our customers.

Key Responsibilities:

Help implement and monitor the effectiveness of the customer service plan, ensuring alignment with our strategic goals.Assist the Customer Service Manager in mentoring team members to consistently prioritise exceptional customer outcomes.Regularly report on team performance, customer effectiveness, identified risks, complaint handling, and overall customer results.Support the team in understanding customer needs and the impact these have on our business.Track team performance, customer feedback, and complaints, providing valuable insights to senior management for informed decision-making.Work alongside compliance and underwriting teams to ensure that all customer interactions meet regulatory and policy standards.Promote a customer-first mentality within the team, with particular attention to supporting vulnerable customers and ensuring they receive the best service possible.

Skills and Experience:

At least 2 years of experience in customer service or a similar role (experience in financial services is a plus).Familiarity with UK financial services and/or previous experience in the financial industry.Strong knowledge of compliance and regulatory requirements.Ability to cultivate a culture focused on delivering positive customer outcomes.Proven ability to build professional relationships and influence colleagues at all levels.Excellent communication and interpersonal skills, with a knack for fostering relationships at all levels.A passion for customer service, with a genuine interest in enhancing the customer experience.Strong leadership and people development skills, with the ability to inspire and motivate others.Ability to analyse customer service data and derive actionable insights to drive improvements.Collaboration and relationship-building expertise.Analytic thinking and problem-solving abilities.Empathy and a customer-focused approach.Adaptability and flexibility in a dynamic environment.

Brook Street NMR is acting as an Employment Agency in relation to this vacancy.