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- Tasks: Lead and develop a customer service team to deliver exceptional support.
- Company: Join a dynamic financial services company focused on customer excellence.
- Benefits: Enjoy flexible working, a generous benefits package, and a supportive culture.
- Why this job: Shape the future of customer service while fostering team growth and innovation.
- Qualifications: Experience in managing customer service teams; strong leadership and communication skills required.
- Other info: Ideal for those passionate about helping others succeed in a fast-paced environment.
The predicted salary is between 43200 - 72000 £ per year.
We’re looking for a people-first leader to help shape the future of customer service delivery for our client’s Key Accounts team. This is a fantastic opportunity for someone with strong leadership experience, ideally within Financial Services or another fast-paced, customer-focused sector, who thrives on developing others and driving service excellence at scale. You’ll be joining an established, high-performing team of approximately 25, working alongside another Customer Service Manager and reporting into the Head of Key Accounts. As the business continues to grow, your role will be instrumental in shaping the service model, coaching the team, and building scalable solutions to ensure our clients receive a consistently outstanding experience.
What you’ll be doing:
- Leading, motivating and developing a customer service team to deliver high-quality support across key account clients.
- Building strong internal and external relationships, and acting as a key point of contact on service performance.
- Overseeing team capacity and case volumes, ensuring workloads are balanced and service levels are consistently met.
- Conducting regular one-to-ones, coaching conversations and performance reviews to support individual and team growth.
- Playing an active role in recruitment, onboarding and the ongoing development of team members.
- Using MI and root cause analysis to identify trends, challenges and opportunities for improvement.
- Acting as a senior point of escalation for complex queries and ensuring positive, timely resolutions.
- Championing change initiatives and driving process enhancements that benefit both the team and the customer.
What we’re looking for:
- Proven experience managing or supervising a high-performing customer service team.
- Confident and compassionate leadership style, with a genuine passion for helping others succeed.
- Experience handling a high volume of customer interactions or cases, ideally in a regulated or structured environment.
- Strong stakeholder management skills – you’ll be comfortable navigating conversations at all levels.
- Great communicator, adaptable and solution-focused – someone who can manage change with positivity and clarity.
- Commercially aware with an eye for continuous improvement and customer-centric innovation.
- Prior experience in Financial Services is desirable, but not essential – the key is strong leadership capability in a dynamic, service-led environment.
Why join us?
We’re passionate about creating an environment where people can thrive and grow – and we’re proud of our supportive and collaborative culture. You’ll be part of a team that genuinely values each other, supports development, and takes pride in delivering a great experience to our customers. We offer flexible working options, a generous benefits package, and the opportunity to be part of a business that’s ambitious, evolving, and driven by purpose.
Customer Service Manager employer: ReQuire Consultancy LTD
Contact Detail:
ReQuire Consultancy LTD Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Customer Service Manager
✨Tip Number 1
Network within the financial services sector to connect with professionals who can provide insights into the role. Attend industry events or webinars where you can meet potential colleagues and learn about the latest trends in customer service.
✨Tip Number 2
Demonstrate your leadership skills by sharing specific examples of how you've motivated and developed teams in previous roles. Be prepared to discuss your approach to coaching and performance management during any interviews.
✨Tip Number 3
Familiarise yourself with key metrics used in customer service, such as Net Promoter Score (NPS) or Customer Satisfaction Score (CSAT). Being able to speak knowledgeably about these metrics will show your understanding of service excellence.
✨Tip Number 4
Research the company’s current customer service strategies and be ready to suggest improvements or innovations. This proactive approach will demonstrate your commitment to driving service excellence and your ability to think critically about the role.
We think you need these skills to ace Customer Service Manager
Some tips for your application 🫡
Tailor Your CV: Make sure your CV highlights your leadership experience and any relevant achievements in customer service. Use specific examples that demonstrate your ability to manage teams and improve service delivery.
Craft a Compelling Cover Letter: In your cover letter, express your passion for customer service and leadership. Mention how your experience aligns with the role's requirements, particularly in the financial services sector or similar fast-paced environments.
Showcase Your Communication Skills: Since strong communication is key for this role, ensure your application reflects your ability to convey ideas clearly and effectively. Use concise language and structure your application well to make it easy to read.
Highlight Continuous Improvement Initiatives: Discuss any past experiences where you identified trends or implemented changes that improved customer service. This will show your proactive approach and commitment to excellence, which is crucial for the role.
How to prepare for a job interview at ReQuire Consultancy LTD
✨Showcase Your Leadership Style
As a Customer Service Manager, your leadership style is crucial. Be prepared to discuss how you motivate and develop your team. Share specific examples of how you've successfully led teams in the past, especially in high-pressure environments.
✨Demonstrate Stakeholder Management Skills
This role requires strong stakeholder management. Think of instances where you've navigated complex conversations with various stakeholders. Highlight your ability to build relationships and communicate effectively at all levels.
✨Prepare for Scenario-Based Questions
Expect questions that assess your problem-solving skills and ability to handle high volumes of customer interactions. Prepare scenarios where you've successfully resolved complex issues or improved service delivery, showcasing your adaptability and solution-focused mindset.
✨Emphasise Continuous Improvement
The company values innovation and continuous improvement. Be ready to discuss how you've identified trends and implemented changes in previous roles. Share your ideas on how you would drive process enhancements in this new position.
