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

Requirements

Proven experience managing customer service teams in financial services
Strong knowledge of telephony and digital messaging platforms (Zendesk/AWS/Twilio)
Excellent leadership, coaching, and people development skills
Analytical mindset with ability to interpret data and drive improvements
Understanding of regulatory requirements (FCA, GDPR)
Strong communication and stakeholder management skills

Benefits

Competitive salary
Potential for part time working around other / family commitments
Pension contributions
Bonus potential
Private medical cover
25 days annual leave (FTE) plus UK bank holidays and your birthday off (with an additional day added for each full calendar year worked, up to a maximum of 30 days)
4x life insurance cover
Employee assistance program

Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard skills

data analysisperformance managementresource allocationprocess improvementcustomer service managementworkforce planningKPI achievementmulti-channel servicingdigital servicingautomation

Soft skills

leadershipcoachingpeople developmentaccountabilitycollaborationcustomer-centricitycommunicationstakeholder managementanalytical mindsetproblem-solving