At a Glance
- Tasks: Lead the charge in supporting vulnerable customers and enhancing our Customer Care strategy.
- Company: Join a dynamic team in a flexible, hybrid work environment across multiple UK locations.
- Benefits: Enjoy private medical insurance, yearly bonuses, and generous annual leave.
- Other info: Collaborative culture with opportunities for personal and professional growth.
- Why this job: Make a real difference by advocating for customers and driving positive change.
- Qualifications: Experience in customer care and a passion for continuous improvement required.
The predicted salary is between 50000 - 60000 £ per year.
Location: This is a flexible, hybrid role and can be based from any of our offices: Manchester, Stoke, Southport and Peterborough.
We are looking for a Customer Care Manager who will be responsible for leading the organisation’s approach to identifying and supporting vulnerable customers. The role ensures that customers with additional needs receive fair, compassionate and appropriate service, in line with regulatory expectations, balanced against business needs and capability. The role holder will also play a pivotal role in ensuring the business aligns distributions approach to Customer Care. You will also look to develop, improve and maintain our Customer Care strategy, influence internal business functions and frontline behaviours, and act as a subject-matter expert on customer vulnerability.
Key Accountabilities and Responsibilities
- Customer Care Framework & Compliance: Develop and implement a vulnerability and customer care framework aligned with FCA requirements and Group standards, ensuring regulatory compliance, effective risk management, and adherence to industry standards.
- Business & Stakeholder Alignment: Build strong understanding of distribution entities and collaborate across internal teams while engaging external partners (e.g., agencies, charities, industry experts).
- Oversight, Reporting & Governance: Deliver insightful customer data, reporting and analysis to forums and committees, identify trends and improvements, and help lead the Customer Care Forum at Executive and local levels.
- Customer-Centric Culture & Capability: Promote and embed a customer-focused culture through training, initiatives and empowerment, improving organisational confidence in identifying and supporting vulnerable customers.
- Continuous Improvement & Innovation: Use data and root cause analysis to drive improvements across all channels, while encouraging innovation and staying aligned with emerging trends and external benchmarks.
Skills, Experience and Knowledge
- Experience in customer experience, with a strong passion for customer advocacy and continuous improvement.
- Experience working with vulnerable customers and embedding Consumer Duty principles within regulated environments, ensuring fair customer outcomes.
- Excellent communication and interpersonal skills, with the ability to influence, negotiate and build relationships across all levels (Board to frontline) and work effectively across cross-functional teams.
- A purpose-driven, commercially astute thinker who balances customer and business needs, challenges the status quo, and makes data-informed decisions.
- Naturally inquisitive with strong analytical skills, able to translate data into compelling narratives and drive creative, innovative approaches to customer experience.
- Strong understanding of distribution systems, decision-making, budgeting considerations, and the ability to foster teamwork and deliver results through collaboration and networks.
What we offer in return
- A collaborative and fast paced work environment.
- Private Medical Insurance.
- Health care cash plan.
- Yearly bonus scheme.
- 25 days annual leave plus Bank Holidays and the ability to buy additional leave (annual leave also increases with service).
- Life Assurance 4x annual salary.
- Vibrant, modern offices.
Distribution Customer Care Manager in Salford employer: Markerstudy Distribution
As a Distribution Customer Care Manager, you will thrive in a flexible, hybrid work environment that champions a customer-centric culture and prioritises the well-being of vulnerable customers. Our commitment to employee growth is reflected in our collaborative atmosphere, comprehensive benefits including private medical insurance and a yearly bonus scheme, and vibrant office spaces across Manchester, Stoke, Southport, and Peterborough. Join us to make a meaningful impact while enjoying a supportive workplace that values innovation and continuous improvement.
StudySmarter Expert Advice🤫
We think this is how you could land Distribution Customer Care Manager in Salford
✨Tip Number 1
Network like a pro! Reach out to people in the industry, attend events, and connect with potential colleagues on LinkedIn. You never know who might have the inside scoop on job openings or can put in a good word for you.
✨Tip Number 2
Prepare for interviews by researching the company and its values. Understand their approach to customer care and think about how your experience aligns with their needs. This will help you stand out as a candidate who truly gets what they’re about.
✨Tip Number 3
Practice your storytelling skills! Be ready to share specific examples of how you've supported vulnerable customers or improved customer care strategies in the past. This will show that you’re not just talking the talk but can walk the walk too.
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure your application gets seen by the right people. Plus, it shows you’re genuinely interested in being part of our team and contributing to our customer-centric culture.
We think you need these skills to ace Distribution Customer Care Manager in Salford
Some tips for your application 🫡
Tailor Your Application:Make sure to customise your CV and cover letter for the Customer Care Manager role. Highlight your experience with vulnerable customers and how you've driven customer advocacy in previous roles. We want to see how you align with our values!
Showcase Your Skills:Don’t just list your skills; demonstrate them! Use specific examples to show how you've influenced teams or improved customer experiences. We love seeing real-life applications of your talents, especially in a customer-centric environment.
Be Data-Driven:Since this role involves a lot of analysis, make sure to mention any experience you have with data interpretation. Share how you've used data to drive improvements or influence decisions in past roles. We appreciate a candidate who can turn numbers into narratives!
Apply Through Our Website:We encourage you to apply directly through our website. It’s the best way for us to receive your application and ensures you’re considered for the role. Plus, it shows you’re keen on joining our team at StudySmarter!
How to prepare for a job interview at Markerstudy Distribution
✨Know Your Customer Care Framework
Make sure you understand the key elements of a customer care framework, especially around vulnerability and compliance. Brush up on FCA requirements and be ready to discuss how you would implement these in practice.
✨Showcase Your Passion for Customer Advocacy
Prepare examples that highlight your experience with vulnerable customers. Share stories that demonstrate your commitment to fair outcomes and how you've successfully advocated for customer needs in previous roles.
✨Demonstrate Strong Communication Skills
Practice articulating your thoughts clearly and confidently. Be prepared to discuss how you’ve influenced stakeholders at various levels and how you can build relationships across teams to promote a customer-centric culture.
✨Be Data-Driven and Innovative
Think about how you can use data to drive improvements in customer care. Prepare to discuss any analytical tools or methods you've used to identify trends and how you’ve applied this insight to enhance customer experiences.
