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- Tasks: Lead customer support operations and optimise service delivery for an exceptional customer experience.
- Company: Join Jaja Finance, a forward-thinking consumer finance business on a mission to simplify finance.
- Benefits: Competitive salary, flexible working, private medical cover, and generous annual leave.
- Why this job: Make a real impact in transforming the consumer finance industry with a collaborative team.
- Qualifications: Experience in managing customer service teams and knowledge of platforms like Zendesk and AWS.
- Other info: Dynamic environment with opportunities for personal growth and development.
The predicted salary is between 36000 - 60000 ÂŁ per year.
Join to apply for the Customer Support Manager role at Jaja Finance.
About Jaja
Our Mission: Empowering our customers to buy, borrow, and build—driven by tech, fuelled by data, and built for the future.
Our Company Values: Care Deeply, Adapt & Thrive, Challenge everything, Go for it! Own it, Make it Simple.
Jaja is an innovative UK based consumer finance business, leading initially with a digital credit card launched in 2018, and a pipeline of consumer finance solutions in the making. We are on a mission to redefine the consumer finance experience and liberate customers from needless complexity, wasted time and frustration. Or as we say it, Make Simple.
We will delight our customers – making the customer experience simpler, more enjoyable, more intelligent – treating customers fairly and giving them more control of their money.
Why Join Us?
This is a chance to make a real impact in a growing business on a mission to change the face of the consumer finance industry forever. We have a collaborative team structure fuelled by an exciting mix of people, welcoming experienced people from the industry with both feet on the ground and tech‑savvy dreamers who pave the way for the new stuff. Come as you are and be yourself!
Role Purpose
As Customer Support Manager (Senior Operations Manager), you’ll lead our telephony and messaging operations with full accountability – Own KPIs, optimise demand through data and coach high‑performing teams to deliver exceptional, customer‑centric service. You’ll elevate multi‑channel experiences, ensure FCA/GDPR compliance and drive operational excellence through MI insights, automation and continuous improvement. If you’re a seasoned financial‑services leader with a collaborative style and experience with platforms like Zendesk, AWS, and Twilio, this is your chance to shape strategy and deliver measurable impact.
Location Requirement
This role requires a minimum of 2 days per week in our Manchester office. Unfortunately, this is non‑negotiable, so please only apply if you can commit to this arrangement.
Key Responsibilities
- Leadership & Team Management
- Oversee day‑to‑day operations of telephony and messaging teams.
- Set clear performance objectives and take accountability for achieving KPIs.
- Foster a culture of accountability, collaboration, and customer‑centricity.
- Coach and develop team leaders to build high‑performing teams.
- Customer Experience
- Ensure all customer interactions meet quality standards and regulatory requirements.
- Monitor service levels across channels and implement strategies to improve response times and resolution rates.
- Act as an escalation point for complex or sensitive customer issues.
- Operational Excellence
- Manage workforce planning, scheduling, and resource allocation to meet demand.
- Drive process improvements to enhance efficiency and reduce customer effort.
- Utilise data and MI reporting to identify trends and inform decision‑making.
- Compliance & Risk Management
- Ensure adherence to FCA regulations, GDPR, and internal policies.
- Maintain robust controls to mitigate operational and reputational risk.
- Support audits and regulatory reviews as required.
- Continuous Improvement
- Champion digital servicing initiatives and automation opportunities.
- Gather customer feedback and insights to inform service enhancements.
- Lead projects to optimise multi‑channel servicing strategies.
Skills & Experience
- Proven experience managing customer service teams in financial services.
- Strong knowledge of telephony and digital messaging platforms (Zendesk/AWS/Twilio).
- Excellent leadership, coaching, and people development skills.
- Analytical mindset with ability to interpret data and drive improvements.
- Understanding of regulatory requirements (FCA, GDPR).
- Strong communication and stakeholder management skills.
Key Performance Indicators
- Customer satisfaction
- Service level adherence (telephony and messaging)
- First contact resolution rate
- Compliance audit scores
- Employee engagement and attrition rates
Behaviours
- Customer‑focused and empathetic
- Data and results‑driven with a continuous improvement mindset
- Collaborative and inclusive leadership style
- Resilient and adaptable in a fast‑paced environment
Benefits
- The chance to make a real impact in a growing business on a mission to change the face of the consumer finance industry forever
- Competitive salary
- Potential for part time working around other / family commitments
- Pension contributions
- Bonus potential
- Private medical cover
- 25 days annual leave (FTE) plus UK bank holidays and your birthday off (with an additional day added for each full calendar year worked, up to a maximum of 30 days).
- 4x life insurance cover
- Employee assistance program
Seniority level: Mid‑Senior level
Employment type: Full‑time
Job function: Other
Customer Support Manager in Manchester employer: Jaja Finance
Contact Detail:
Jaja Finance Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Customer Support Manager in Manchester
✨Tip Number 1
Get to know Jaja's mission and values inside out. When you’re chatting with them, drop in how your experience aligns with their goal of making finance simple and customer-centric. It shows you care and are ready to own it!
✨Tip Number 2
Prepare for the interview by thinking about specific examples where you've led teams to success in customer service. Use data to back up your achievements—after all, they love a results-driven mindset!
✨Tip Number 3
Don’t just focus on your past roles; think about how you can adapt and thrive in this new environment. Be ready to discuss how you’d tackle challenges at Jaja and improve their customer experience.
✨Tip Number 4
Finally, make sure to apply through our website! It’s the best way to get noticed and show that you’re genuinely interested in being part of the Jaja team. Plus, we love seeing candidates who take that extra step!
We think you need these skills to ace Customer Support Manager in Manchester
Some tips for your application 🫡
Show Your Passion: When writing your application, let your enthusiasm for the Customer Support Manager role shine through. We want to see how much you care about improving customer experiences and making things simple for them!
Tailor Your CV: Make sure your CV is tailored to highlight your experience in managing customer service teams, especially in financial services. We love seeing how you've led teams to achieve KPIs and improved customer satisfaction.
Be Clear and Concise: Keep your application clear and to the point. We appreciate straightforward communication, so avoid jargon and focus on what makes you a great fit for our mission at Jaja.
Apply Through Our Website: Don’t forget to apply through our website! It’s the best way for us to receive your application and ensures you’re considered for this exciting opportunity to join our team.
How to prepare for a job interview at Jaja Finance
✨Know Your Stuff
Before the interview, make sure you’re well-versed in Jaja Finance’s mission and values. Understand how they aim to simplify the customer experience and be ready to discuss how your previous experience aligns with their goals.
✨Showcase Your Leadership Skills
As a Customer Support Manager, you'll need to demonstrate your leadership abilities. Prepare examples of how you've successfully managed teams, set KPIs, and fostered a customer-centric culture in your past roles.
✨Be Data-Driven
Jaja values an analytical mindset, so come prepared to discuss how you've used data to drive improvements in customer service. Think of specific metrics you've influenced and be ready to share those insights.
✨Emphasise Compliance Knowledge
Since the role involves ensuring FCA and GDPR compliance, brush up on these regulations. Be ready to explain how you've navigated compliance in previous positions and how you would ensure adherence in this new role.
