At CAF Bank, every one of us contributes to our impact, and as our Customer Services Manager you will play a vital role in delivering an outstanding experience for our customers. You will lead a high performing Customer Services team, ensuring excellent service across all contact channels while driving operational efficiency and continuous improvement. You'll also play a key role in evolving our service model and delivering a strong customer first culture. As our Customer Services Manager you will:
- Lead and develop a high performing customer services team.
- Manage day to day operations across telephony, digital and administrative channels
- Deliver service levels and operational performance targets
- Use data and insight to improve customer experience and team performance
- Handle complex customer escalations and support complaint resolution
- Drive continuous improvement and support transformation initiatives
this role is for you if you have experience of leading customer service operations or have strong transferable leadership skills and are passionate about delivering excellent customer outcomes.
We are looking for:
- Experience leading and developing customer service teams
- Strong operational management and resource planning skills
- Ability to analyse performance data and drive improvements
- Experience managing customer escalations and complex issues
- Strong communication and stakeholder management skills
- A focus on delivering fair and positive customer outcomes
At CAF Bank you will receive:
- Permanent hybrid ways of working where roles allow
- A wide range of development opportunities to support personal and professional growth
- Pension scheme with better-than-market employer contribution options
About CAF Bank
We are more than a bank. From the one-person causes to the large-scale organisations, we are the bank charities turn to. We believe in the power of good, and in treating the goals of charities as our own. We are owned by Charities Aid Foundation (CAF). CAF connects charities with funds, and we at CAF Bank help charities to manage those funds. Our connection with such a long-established charitable organisation highlights how we believe in banking with purpose.
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