At a Glance
- Tasks: Lead and inspire a team to deliver exceptional customer service in financial services.
- Company: Join Foresters Financial, a purpose-driven organisation focused on collaboration and creativity.
- Benefits: Enjoy a competitive salary, annual bonus, generous leave, and health benefits.
- Other info: Be part of a dynamic team with opportunities for personal and professional growth.
- Why this job: Shape the future of customer service while making a real impact on people's lives.
- Qualifications: Proven leadership experience in customer service and a passion for developing others.
The predicted salary is between 37800 - 46200 £ per year.
- Customer Service Manager
- Bromley, Kent
- Full-Time
- Permanent
We are looking for an experienced and inspirational Customer Service Manager to join our established operations team.
This is an exciting opportunity to take ownership of a highly experienced customer service function supporting our customers across a range of financial products and services.
Working alongside other Customer Service Managers, you will play a key role in shaping the future of our operation, ensuring we continue to deliver outstanding customer experiences while developing a high-performing, engaged and accountable team culture.
If you are a people leader who thrives on coaching others, driving continuous improvement and creating an environment where colleagues can do their best work, we would love to hear from you
What You Will Do
As Customer Service Manager, you will lead a team responsible for delivering excellent customer service within a regulated financial services environment.
You will be balancing customer outcomes, operational performance and risk management while ensuring your team remains motivated, capable and focused on delivering exceptional service.
Key responsibilities include
- Leading, coaching and developing a team of circa 20 customer service professionals to achieve both individual and team success.
- Creating a positive, performance-focused culture where accountability, collaboration and customer-centricity are embedded in day-to-day operations.
- Managing customer servicing, reconciliation and operational support activities to ensure service standards are consistently achieved.
- Supporting colleagues through change, helping to build capability and confidence in an evolving operational environment.
- Using data, insight and operational metrics to identify opportunities for improvement and drive better outcomes.
- Ensuring robust governance and controls are maintained around financial transactions, payment processing and reconciliations.
- Building strong relationships across the business
- Identifying and implementing improvements that enhance efficiency, strengthen controls and improve the customer experience.
- Acting as a role model for leadership behaviours and customer excellence.
- What We Are Looking For
We are looking for an experienced leader who combines strong operational expertise with a genuine passion for developing people.
You will bring
- Significant people leadership experience within customer service financial services.
- A proven track record of building engaged, high-performing teams and developing individual capability.
- Experience leading customer servicing, operational support, administration or reconciliation functions.
- Strong coaching skills with the ability to inspire confidence, drive accountability and support colleague growth.
- Experience working within a regulated environment where customer outcomes, governance and controls are critical.
- The ability to balance strategic thinking with a willingness to engage in operational detail when required.
- Excellent communication and stakeholder management skills.
- A collaborative approach and the credibility to influence across all levels of the organisation.
- Resilience, adaptability and a solutions-focused mindset.
This is more than a team management role.
It is an opportunity to help shape the future of customer service within a purpose-led organisation that puts customers and colleagues at the heart of everything we do.
You will work alongside experienced leaders, contribute to meaningful operational improvements and have the opportunity to leave a lasting impact on both the customer and colleague experience.
What We Offer
- Discretionary annual bonus
- 28 days’ annual leave plus bank holidays
- Life assurance
- Contributory pension scheme
- One day of paid leave each year for charitable or community work
- Workplace health and wellbeing programme
- Healthcare cash plan
About us
Foresters Financial is not your typical financial services provider.
Those who join our purpose-driven organisation enjoy a culture of collaboration, creativity, and mutual respect and are challenged to do their best to make a difference every day.
We help everyday families achieve their financial goals and make a lasting difference in their lives and communities.
What we do
We help everyday families achieve their financial goals and make a lasting difference in their lives and communities.
We will continue to do this by employing enthusiastic and talented Financial Advisers working across the country and equally talented people to be based at our Head Office in Bromley
Customer Service Manager employer: Foresters Financial
Foresters Financial is an excellent employer that values flexibility and work-life balance, offering hybrid working options and flexible hours for the Strategic Business Analyst role. With a strong focus on employee growth and development, you will have the opportunity to collaborate with diverse teams and contribute to meaningful projects that drive the company's strategy. Our inclusive work culture fosters innovation and teamwork, making it a rewarding place to build your career.
StudySmarter Expert Advice🤫
We think this is how you could land Customer Service Manager
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Foresters Financial. Check out their social media, read reviews on sites like Glassdoor, and see how they engage with customers. It'll give you clues on their values and help tailor your conversation during interviews.
✨Join Customer Support Communities
Dive into online communities like those on Reddit or LinkedIn where customer support pros hang out. Participating in discussions or asking questions can make you more visible to potential recruiters and help you learn about job openings at companies like Foresters Financial before they even post them.
✨Attend Job Fairs or Networking Events
Look out for local job fairs or events specifically for customer support roles. This is your chance to meet hiring managers face-to-face, and you might even get the opportunity to interview on the spot!
✨Show Off Your Skills with Customer Interactions
In the customer support world, showcasing your communication skills is key. Consider creating a short video introducing yourself or even doing a mock call to showcase your abilities. It's a memorable way to stand out, especially if you can share this during your interview process!
We think you need these skills to ace Customer Service Manager
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear communication is key. Make sure your CV highlights any experience you've had in customer-facing roles and your ability to resolve issues. Don't shy away from including specific examples of how you've gone above and beyond to help customers – this really shows your potential in the role.
Tailor Your Cover Letter to Foresters Financial:Your cover letter is your chance to shine! Tell us why you want to work at Foresters Financial specifically. Mention any unique aspects of our company that resonate with you and how your skills can enhance our customer support. This personal touch will set your application apart from the rest!
Highlight Any Relevant Tools or Tech Skills:If you've used customer support software like Zendesk or Freshdesk or have experience with CRM systems, make sure to mention these in your application. Being familiar with industry-standard tools can be a big plus for us when we’re reviewing applications, as it shows you can hit the ground running!
Demonstrate Your Problem-Solving Skills:Customer support roles often require a knack for problem-solving. In your application, share examples of past experiences where you've tackled tough situations or resolved conflicts effectively. This will give us a good sense of how you handle challenges—an essential skill for success at Foresters Financial!
How to prepare for a job interview at Foresters Financial
✨Show Off Your People Skills
In customer support, it's all about communicating effectively. Prepare to share instances from your past experiences where you handled difficult customers or resolved conflicts. We want to hear how you empathised and found the best solutions, so think of specific examples to back up your stories!
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like Zendesk or Freshdesk, and make sure to review how you’ve used any similar systems in the past. During the interview, being able to discuss your hands-on experience with software or ticketing systems can really set you apart from the competition, so don’t skip this prep!
✨Show Genuine Enthusiasm
As this is a full-time role, employers want someone who isn’t just looking for any job, but wants to grow within customer support. Make sure to express your enthusiasm for helping customers and your desire to develop your skills. Show them why you're passionate about this field!
✨Practice Common Scenarios
Be prepared for role-playing scenarios where you might have to reassess a solution with a frustrated customer or explain a complex process in simple terms. Practising these common scenarios can help us feel more confident and demonstrate our practical skills effectively during the interview.
