At a Glance
- Tasks: Lead a dynamic team to deliver exceptional customer service and drive quality improvements.
- Company: Join OneFamily, a company dedicated to shaping outstanding customer experiences.
- Benefits: Competitive salary, career development opportunities, and a supportive work environment.
- Other info: Embrace a culture of collaboration and continuous improvement.
- Why this job: Make a real impact by inspiring and developing a high-performing team.
- Qualifications: Experience in customer service management and strong leadership skills.
The predicted salary is between 36000 - 60000 £ per year.
Join us in shaping exceptional customer experiences. Are you a natural leader with a passion for developing people, driving quality, and delivering outstanding customer service? Do you thrive in a fast‑paced environment where you can make a real impact? If so, this could be your perfect next step. At OneFamily, we’re committed to doing what’s right for our customers—and we’re looking for a dynamic Team Manager to lead, support and inspire our Admin team as we continue to grow and evolve.
What you’ll do
In this role, you’ll lead a team delivering high-quality customer service across our product range, ensuring efficiency, accuracy and a consistently great experience for customers and partners. You’ll play a key role in implementing change, improving processes, and supporting strategic business goals.
Your responsibilities will include:
- Managing team performance in line with OneFamily values and expectations
- Ensuring the team maintains strong regulatory, product and business knowledge
- Coaching, mentoring and developing colleagues to build a confident, high‑performing team
- Providing clear direction, regular feedback and inspiring day‑to‑day leadership
- Being accountable for the quality of all team output
- Identifying and escalating technical issues
- Reducing operational risk, breaches and reportable complaints
- Leading quality improvements and identifying process enhancements
- Improving customer journeys and overall service quality
- Embedding customer‑centric thinking into day‑to‑day operations
- Supporting business change, new initiatives and project work
- Working cross‑functionally with colleagues across the organisation to deliver corporate goals
What you’ll bring
- Financial Services or Customer Service operational management experience (FSA Overseer desirable)
- Knowledge of WFM, workflow tools and telephony systems
- Strong governance awareness, able to identify and manage risks effectively
- Experience setting and achieving customer service quality standards
- Excellent communication and negotiation skills
- A proactive, creative approach to change and continuous improvement
- Strong decision‑making, problem solving and time‑management abilities
- A motivational leadership style that empowers and engages people
- The ability to collaborate effectively at all levels
Our Values
At OneFamily, our values guide everything we do: Being Principled, Courageous and Effective. If these values resonate with you, you’ll fit right in.
Customer Service Team Manager in Brighton employer: OneFamily
At OneFamily, we pride ourselves on fostering a vibrant work culture that prioritises employee development and customer satisfaction. As a Customer Service Team Manager, you will not only lead a dedicated team but also benefit from our commitment to continuous improvement and innovation in the financial services sector. With a focus on collaboration and a supportive environment, we empower our employees to thrive and make a meaningful impact in their roles.
StudySmarter Expert Advice🤫
We think this is how you could land Customer Service Team Manager in Brighton
✨Tip Number 1
Network like a pro! Reach out to current employees at OneFamily on LinkedIn or through mutual connections. A friendly chat can give you insider info and might just get your application noticed.
✨Tip Number 2
Prepare for the interview by practising common questions related to leadership and customer service. We recommend using the STAR method to structure your answers—this will help you showcase your experience effectively.
✨Tip Number 3
Showcase your passion for customer service during interviews. Share specific examples of how you've improved processes or led teams to success. This will demonstrate that you’re not just a fit for the role, but a perfect match for OneFamily’s values.
✨Tip Number 4
Don’t forget to follow up after your interview! A quick thank-you email reiterating your enthusiasm for the role can leave a lasting impression. And remember, apply through our website for the best chance!
We think you need these skills to ace Customer Service Team Manager in Brighton
Some tips for your application 🫡
Show Your Leadership Skills:When writing your application, make sure to highlight your leadership experience. We want to see how you've inspired and developed teams in the past, so share specific examples that showcase your ability to motivate and guide others.
Be Customer-Centric:Since we're all about exceptional customer experiences, it's crucial to demonstrate your understanding of customer service. Use your application to explain how you've improved customer journeys or resolved issues effectively in previous roles.
Tailor Your Application:Don’t just send a generic application! Take the time to tailor your CV and cover letter to reflect the job description. We love seeing candidates who align their skills and experiences with what we’re looking for at OneFamily.
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 serious about joining our team!
How to prepare for a job interview at OneFamily
✨Know the Company Inside Out
Before your interview, take some time to research OneFamily. Understand their values, mission, and the specific services they offer. This will not only help you answer questions more effectively but also show your genuine interest in the company.
✨Showcase Your Leadership Skills
As a Customer Service Team Manager, your leadership style is crucial. Prepare examples of how you've successfully led teams in the past, focusing on coaching, mentoring, and driving performance. Be ready to discuss how you inspire and motivate your team.
✨Prepare for Scenario-Based Questions
Expect questions that assess your problem-solving and decision-making abilities. Think of scenarios where you've improved processes or handled customer complaints effectively. Use the STAR method (Situation, Task, Action, Result) to structure your responses.
✨Emphasise Customer-Centric Thinking
OneFamily values a customer-centric approach, so be prepared to discuss how you've embedded this mindset in your previous roles. Share specific examples of how you've enhanced customer journeys and improved service quality in your past experiences.
