Jaja Finance

Customer Support

• Oversee day-to-day operations of telephony and messaging teams
• Set clear performance objectives and take accountability for achieving KPIs
• Foster a culture of accountability, collaboration, and customer-centricity
• Coach and develop team leaders to build high-performing teams
• 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
• Manage workforce planning, scheduling, and resource allocation to meet demand
• Drive process improvements to enhance efficiency and reduce customer effort
• Utilise data and MI reporting to identify trends and inform decision-making
• 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
• Champion digital servicing initiatives and automation opportunities
• Gather customer feedback and insights to inform service enhancements
• Lead projects to optimise multi-channel servicing strategies

Customer Support Manager