Team Manager - Customer Services (Finance)

London (Central), London (Greater)
17 Oct 2016
26 Oct 2016
Job Title
Customer Services
Industry Sector
Banking / Finance
Contract Type
Full Time

Team Manager - Customer Services (Finance)



Financial Services

A hugely exciting Team Manager role has arisen with a leading Financial Services company in the heart of London.

About the organisation

The company is a UK deposit-taking Bank, operating online fixed interest savings, supported by a contact centre based in central London. In addition, it will provide a wide range of mortgage products mostly through intermediaries.

The company strives for excellence in all business functions, supported by market leading operating systems. Recruiting highly motivated individuals throughout the company, everyone is active in promoting good working relationships with customers and colleagues, to create an enjoyable, hardworking, delivery focused environment.

This position will report in to the Head of Customer Services.

Purpose of Role:

The Savings Customer Team Manager (SCTM) will be responsible for managing the savings team and managing savings customer contact with the Bank.  The team will initially be approximately 7-8 people but will grow as the Bank develops.

The savings team will deliver excellent service through all contact channels with its customers: telephone, online, email, internet, post and web chat. Contacts will be from both prospective and existing savings customers requiring support and guidance.

The team will also be responsible for all operational servicing of customers including opening accounts for customers who do not go straight through the online application, reconciling payments etc.


  • Experience of manging a savings team in an operational environment at a small bank or building society
  • Proven experience in complaint handling and management of complaints as well as acting as an escalation point for complaints
  • Excellent management skills
  • Passionate about delivering excellent customer service
  • Good understanding of administration of customer accounts
  • A strong commitment to your team


  • Ability to identify, promote and implement innovative methods of service delivery and continuously develop the service provided to ensure it meets and exceeds our customers’ expectations
  • Recruit, develop, coach and lead a high quality team of customer service professionals to provide excellent service to the Bank’s savings customers
  • Act upon customer feedback and carry out route cause analysis to improve processes and services to increase satisfaction
  • Accountable for all elements of people management such as development, training disciplinary and performance management
  • Accountable for the attainment of key performance Indicators from all channel contacts e.g. service level response times, abandon rates, first contact resolution customer satisfaction, retention and quality.
  • Proactively utilise management information to identify gaps in process and people performance.  Be accountable for the interrogation of historic real-time and intra-day performance data to improve customer service.
  • Ensure the team is managed with robust governance, controls, protocols and frameworks in place to effectively manage all conduct and operational risks

Key Measures:

  • High net promoter score from customers
  • No regretted staff exits
  • Maximising the operational effectiveness and efficiency of the team
  • Attaining KPIs in on quality measures for processes including complaint handling and outcomes

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