At a Glance
- Tasks: Lead a dynamic team to deliver exceptional customer service and improve the customer journey.
- Company: Join a leading financial services company focused on outstanding customer experiences.
- Benefits: Enjoy 27 days holiday, pension contributions, bonuses, and health benefits.
- Other info: Opportunity for career growth in a supportive and engaging environment.
- Why this job: Make a real impact by inspiring your team and enhancing customer satisfaction.
- Qualifications: Experience in customer service leadership and strong communication skills required.
The predicted salary is between 45000 - 55000 € per year.
We’re currently recruiting a Customer Service Manager to play a key leadership role within our Operations function, responsible for delivering an outstanding customer experience across a large, multi-skilled service team. You will lead, develop, and inspire Team Leaders and operational colleagues to ensure we consistently meet service levels, deliver fair customer outcomes, and continuously improve the end-to-end customer journey. As part of the Customer Services Management Team, you will take ownership of performance, people, and process within your area, ensuring effective delivery of regulated financial services operations in line with internal standards and regulatory requirements.
Key responsibilities
- Leading and developing a team of Team Leaders and Customer Service Administrators to deliver high-quality service outcomes
- Ensuring departmental SLAs and performance targets are consistently achieved
- Driving an excellent customer experience through strong people leadership and operational control
- Managing workforce planning, resource allocation, and capacity across the team
- Coaching, mentoring, and developing colleagues to support performance and career progression
- Conducting regular 1:1s, performance reviews, and formal performance management processes where required
- Building strong employee engagement and fostering a positive, high-performing team culture
- Overseeing recruitment activity to ensure teams are appropriately resourced
- Supporting the delivery of training, onboarding, and ongoing professional development
- Acting as an escalation point for complex customer issues and ensuring timely resolution
- Reviewing customer complaints and feedback to identify trends and drive service improvements
- Working with internal stakeholders to resolve issues, prioritise workloads, and improve the customer journey
- Driving continuous improvement in processes, systems, and service delivery
- Supporting the safe rollout of new products, services, and system changes into live operations
- Ensuring all procedures and controls are up to date, clearly documented, and followed consistently
- Identifying, managing, and mitigating operational and regulatory risks within your area
- Maintaining strong awareness of regulatory requirements, ensuring compliance with relevant standards and frameworks
- Engaging with internal and external audits as required
- Promoting fair customer outcomes, including appropriate support for vulnerable customers
- Ensuring issues are dealt with fairly, efficiently, and in line with regulatory expectations
- Leading regular team meetings and structured communication forums
- Working closely with other operational and support functions to deliver joined-up service outcomes
- Contributing to wider departmental planning, strategy, and operational improvements
About you
- Experience in a financial services or regulated customer service leadership role preferred
- Strong understanding of customer service operations and delivery within a service environment
- Proven people leadership experience, including managing Team Leaders and/or large operational teams
- Strong knowledge of financial services products (pensions experience beneficial)
- Good understanding of regulatory requirements, including conduct expectations and customer outcomes focus
- Experience working in a structured, SLA-driven operational environment
- Strong communication skills, both written and verbal
- Excellent organisational and prioritisation skills in a fast-paced environment
- Strong analytical, problem-solving, and decision-making ability
- High attention to detail with a focus on accuracy and control
- Ability to build strong relationships across multiple internal stakeholders
- Strong coaching, mentoring, and performance management capability
- Commercial awareness and understanding of operational efficiency drivers
- Proficient in Microsoft Office (Word, Excel, Outlook)
What we offer
- 27 days holiday, increasing with service + buy/sell scheme + bank holidays
- 8% Pension with matched contributions
- Discretionary bonus scheme
- Share schemes (including free shares and BAYE)
- Health Cash Plan and discounted private healthcare
- Free onsite gym
- Enhanced family leave (subject to qualifying criteria)
- Travel and bike loan schemes
- Employee Assistance Programme
Customer Services Manager employer: AJ Bell Management Limited
Join us as a Customer Services Manager and be part of a dynamic team dedicated to delivering exceptional customer experiences in the financial services sector. We pride ourselves on fostering a supportive work culture that prioritises employee development, offering extensive training and career progression opportunities, alongside competitive benefits such as a generous holiday allowance, pension contributions, and a discretionary bonus scheme. Located in a vibrant area, our company not only values your contributions but also promotes a healthy work-life balance with access to an onsite gym and wellness programmes.
StudySmarter Expert Advice🤫
We think this is how you could land Customer Services Manager
✨Tip Number 1
Network like a pro! Reach out to your connections in the industry, attend events, and engage on platforms like LinkedIn. You never know who might have the inside scoop on a Customer Services Manager role.
✨Tip Number 2
Prepare for interviews by practising common questions related to leadership and customer service. Think about your past experiences and how they align with the responsibilities of the role. We want you to shine!
✨Tip Number 3
Showcase your people skills! During interviews, highlight your experience in coaching and developing teams. Share specific examples of how you've driven performance and improved customer outcomes.
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure your application gets noticed. Plus, we love seeing candidates who are genuinely interested in joining our team.
We think you need these skills to ace Customer Services Manager
Some tips for your application 🫡
Tailor Your CV:Make sure your CV speaks directly to the role of Customer Services Manager. Highlight your experience in leading teams, managing performance, and delivering excellent customer service. We want to see how your skills align with our needs!
Craft a Compelling Cover Letter:Your cover letter is your chance to shine! Use it to tell us why you're passionate about customer service and how you can contribute to our team. Be sure to mention specific examples from your past roles that demonstrate your leadership and problem-solving skills.
Showcase Your Achievements:Don’t just list your responsibilities; showcase your achievements! Use metrics and examples to illustrate how you've improved service levels or led successful projects. We love seeing tangible results that reflect your impact in previous roles.
Apply Through Our Website:We encourage you to apply through our website for a smooth application process. It’s the best way for us to receive your application and ensures you’re considered for the role. Plus, it shows you’re keen on joining our team at StudySmarter!
How to prepare for a job interview at AJ Bell Management Limited
✨Know Your Customer Service Inside Out
Make sure you brush up on your knowledge of customer service operations, especially in a financial services context. Be ready to discuss how you've led teams to achieve service levels and deliver excellent customer experiences.
✨Showcase Your Leadership Skills
Prepare examples that highlight your experience in coaching and developing team leaders. Think about specific situations where you’ve inspired your team or improved performance through effective leadership.
✨Understand Regulatory Requirements
Familiarise yourself with the regulatory landscape relevant to the role. Be prepared to discuss how you’ve ensured compliance in previous roles and how you would handle operational risks in this position.
✨Engage with Real Scenarios
Think of real-life customer issues you've resolved and be ready to share these stories. This will demonstrate your problem-solving skills and ability to manage complex situations effectively.
