At a Glance
- Tasks: Lead a team to provide compassionate support for customers with complex needs.
- Company: Join a supportive financial services company dedicated to helping vulnerable customers.
- Benefits: Enjoy private medical insurance, competitive pension, and performance-related bonuses.
- Other info: Flexible working hours and opportunities for career progression.
- Why this job: Make a real difference in people's lives while developing your leadership skills.
- Qualifications: Experience in management and a passion for improving customer service.
The predicted salary is between 30000 - 40000 £ per year.
Our Specialist Support Team are essential in supporting customers when they really need it. We look after our customers with complex needs, such as serious mental health challenges or multiple vulnerabilities, who may struggle to manage their everyday banking. In this role, you’ll provide compassionate, tailored support through both telephony and back‑office channels. Our team speak to customers day in day out, getting to know their personal circumstances and finances, whilst at the same time they’ll be looking for solutions and offering advice.
The Operations Support Manager (OSM) will report to the Operations Manager within Customer Support and will play a key role in supporting end‑to‑end service delivery. This includes helping to manage workflow across telephony and back‑office workstreams, working closely with the Operations Manager to deliver consistent, excellent customer service through delivering “The Standard” approach. We are happy to consider flexible working approaches to help you perform at your best. The working hours (per week) for this role can be between 28 and 35 hours. For this job, you'll be located at our nearest regional hub and will need to regularly connect with colleagues for collaboration events in one of our office sites, anticipated to be weekly in Gosforth, Glasgow or Leeds.
Responsibilities
- You’ll support resourcing and workforce management requirements, ensuring plans meet both business and customer needs, while liaising with relevant resourcing teams.
- You will also be responsible for ensuring accurate reporting is in place, including analysing trends to inform decision‑making.
- You’ll lead with curiosity and a strong focus on continuous improvement, working with peers to deliver effective processes and supporting the department through change.
- The role involves coaching and developing your team to achieve targets, perform at their best and deliver operational excellence, while working collaboratively with the team, the wider department and external stakeholders to provide a brilliant customer experience.
- Alongside this, you’ll create a positive team culture that celebrates strong results and encourages a connected, professional approach.
Qualifications
- Recent experience within a management or leadership role.
- Detailed knowledge of processes and operational activities.
- Experience in delivering improvements in capability – both for individuals and teams.
- Track record of helping to deliver significant change.
- Experience dealing with vulnerable customers within the financial services industry.
- Training and coaching at operational level.
- Knowledge of the regulatory environment as applicable to Financial Services regulatory SLA’s, etc.
Benefits
- Access to private medical insurance.
- A highly competitive pension to help you build a strong foundation for retirement.
- Access to an annual performance‑related bonus.
- Training and development to help you progress your career.
- A great selection of additional benefits through our salary sacrifice scheme.
- Life assurance to provide peace of mind for you and your loved ones in the event of your death.
- Wellhub – access to a range of free and paid options for health and wellness.
- Up to 2 days of paid volunteering a year.
