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 with a focus on innovation and teamwork.
- Benefits: Enjoy 27 days holiday, a generous pension scheme, and health benefits.
- Other info: Hybrid working model with a friendly team culture and regular social events.
- Why this job: Make a real impact by enhancing customer experiences in a supportive environment.
- Qualifications: Experience in customer service leadership and strong communication skills required.
The predicted salary is between 50000 - 60000 £ 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
Life at AJ Bell
- Regular social events including summer and Christmas parties
- Learning and development opportunities tailored to you
- Casual dress code
- Friendly, supportive team environment
Our ways of working
We offer hybrid working, with a minimum of 60% of your working time per month spent in the office. For new starters, there’s an initial period of full-time office working to help you settle in and build relationships.
Inclusion & diversity
We’re committed to creating an inclusive environment where everyone feels respected and able to be themselves at work. We welcome applications from all backgrounds and make hiring decisions based on skills, experience and potential.
Customer Services Manager in Salford employer: Aj Bell
At AJ Bell, we pride ourselves on being an exceptional employer, offering a dynamic work environment where our Customer Services Manager can thrive. With a strong focus on employee development, competitive benefits including a generous holiday allowance and pension scheme, and a commitment to fostering a positive team culture, we empower our leaders to inspire their teams while ensuring compliance and delivering outstanding customer experiences. Our hybrid working model and regular social events further enhance the work-life balance, making AJ Bell a rewarding place to build your career in financial services.
StudySmarter Expert Advice🤫
We think this is how you could land Customer Services Manager in Salford
✨Tip Number 1
Get to know the company inside out! Research their values, culture, and recent news. This will help you tailor your conversations during interviews and show that you're genuinely interested in being part of the team.
✨Tip Number 2
Network like a pro! Connect with current employees on LinkedIn or attend industry events. Building relationships can give you insider info and even lead to referrals, which can be a game-changer in landing that Customer Services Manager role.
✨Tip Number 3
Prepare for those tricky interview questions! Think about how your experience aligns with the job description, especially around leadership and customer service. Practise your answers so you can confidently showcase your skills and achievements.
✨Tip Number 4
Don’t forget to follow up after your interview! A quick thank-you email can leave a lasting impression and keep you top of mind. Plus, it shows your enthusiasm for the role and the company!
We think you need these skills to ace Customer Services Manager in Salford
Some tips for your application 🫡
Tailor Your Application:Make sure to customise your CV and cover letter to highlight your experience in customer service leadership, especially in financial services. We want to see how your skills align with the role of Customer Services Manager!
Showcase Your People Skills:Since this role involves leading a team, don’t forget to emphasise your people management experience. Share examples of how you've developed and inspired teams in the past – we love to see that passion for leadership!
Highlight Your Problem-Solving Abilities:We’re looking for someone who can tackle complex customer issues effectively. Include specific instances where you’ve resolved challenges or improved processes, as this will demonstrate your analytical and decision-making skills.
Apply Through Our Website:For the best chance of success, make sure to submit your application through our website. It’s the easiest way for us to review your details and get back to you quickly!
How to prepare for a job interview at Aj Bell
✨Know Your Stuff
Make sure you brush up on your knowledge of financial services and customer service operations. Understand the key responsibilities of a Customer Services Manager and be ready to discuss how your experience aligns with these. This will show that you're not just interested in the role, but that you genuinely understand what it entails.
✨Showcase Your Leadership Skills
Prepare examples of how you've successfully led teams in the past. Think about specific situations where you coached or mentored colleagues, resolved conflicts, or improved team performance. Highlighting your people leadership experience will demonstrate that you can inspire and develop others, which is crucial for this role.
✨Be Ready for Scenario Questions
Expect questions that ask how you would handle specific customer service scenarios or operational challenges. Practice articulating your thought process and decision-making skills. Use the STAR method (Situation, Task, Action, Result) to structure your answers, making it easier for the interviewer to follow your reasoning.
✨Engage with the Interviewers
Remember, interviews are a two-way street! Prepare thoughtful questions about the company culture, team dynamics, and expectations for the role. This not only shows your interest but also helps you gauge if the company is the right fit for you. Plus, it gives you a chance to connect with the interviewers on a more personal level.
