Customer Service Manager

Job Title:

Customer Relations Manager

Reports To:

Senior Customer Operations Manager

PURPOSE

SUMMARY:

The Customer Relations Manager leads and develops the Customer Relations Team to ensure seamless operational delivery, strict regulatory compliance, and a customer-centric culture. In this role, you will oversee end to end complaint management under Financial Conduct Authority (FCA) guidelines, balancing fair customer outcomes with commercial priorities, driving root-cause operational improvements across the business, and managing high-level escalations.

ABILITY AND SKILLS PROFILE:

Deep understanding of FCA complaint handling regulations, FOS frameworks and regulatory dispute resolution processes.
Exceptional analytical skills with confidence to make fair, defensible decisions on complex customer cases.
Advanced objection handling, conflict resolution and influential communication across all business levels.
Proven ability to manage work queues, delegate effectively under pressure and build high performing teams.
Ability to identify pain points in customer journeys and implement cross functional solutions.
REQUIRED EXPERIENCE AND QUALIFICATIONS

Education:

Minimum of A levels or equivalent.
3 years’ experience in a management position preferred.
Proven experience leading operational turnarounds, managing team leads and maintaining quality standards under tight deadlines
Intermediate proficiency in Microsoft Excel and Word; experience navigating workflow management systems