Job Title: Customer Relations Manager
Reports To: Senior Customer Operations Manager
PURPOSE SUMMARY:
The Customer Relations Manager leads and develops the Customer Relations Team to ensure seamless operational delivery, strict regulatory compliance, and a customer-centric culture. In this role, you will oversee end to end complaint management under Financial Conduct Authority (FCA) guidelines, balancing fair customer outcomes with commercial priorities, driving root-cause operational improvements across the business, and managing high-level escalations.
ABILITY AND SKILLS PROFILE:
- Deep understanding of FCA complaint handling regulations, FOS frameworks and regulatory dispute resolution processes.
- Exceptional analytical skills with confidence to make fair, defensible decisions on complex customer cases.
- Advanced objection handling, conflict resolution and influential communication across all business levels.
- Proven ability to manage work queues, delegate effectively under pressure and build high performing teams.
- Ability to identify pain points in customer journeys and implement cross functional solutions.
REQUIRED EXPERIENCE AND QUALIFICATIONS
- Education: Minimum of A levels or equivalent.
- 3 years' experience in a management position preferred.
- Proven experience leading operational turnarounds, managing team leads and maintaining quality standards under tight deadlines
- Intermediate proficiency in Microsoft Excel and Word; experience navigating workflow management systems.
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Customer Service Manager in Slough employer: Connect Recruitment Consultants Ltd
As a Professional Financial Accounting Specialist in South East England, you will join a dynamic team that values accuracy and compliance while fostering a supportive work culture. With the benefit of hybrid working arrangements, employees enjoy a balanced work-life experience, alongside opportunities for professional growth through continuous improvement initiatives and collaboration with various departments. This role not only offers competitive remuneration but also the chance to contribute meaningfully to the financial integrity of the organisation.
Contact Details:
Connect Recruitment Consultants Ltd Recruitment Team
