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Customer Service Manager

  • Location

    London

  • Discipline:

    Customer Contact

  • Job type:

    Permanent

  • Salary:

    £50,000

  • Consultant:

    Avi George

  • Email:

    ageorge@merje.com

  • Job ref:

    AG/15856

  • Published:

    16 days ago

I am delighted to be able to offer the following brand new opportunity to the customer contact market exclusively on behalf of a new client.
Based in London my client has built a customer base from zero to over two million users over the last two and half years.  Offering confidential and market leading advice when it comes to consumers choosing a range of relevant and useful financial products and services.
 
Due to market growth my client is now looking for a Customer Service Manager to work alongside the CCO to develop customer satisfaction, staff engagement and interaction efficiency in line with company and industry regulations and guidelines. You will own and slowly grow a small FTE of customer facing professionals.  The role will also see you leaning on the wider business as the lead VOC to uplift and evolve the messages to market and overall process and customer journey.
 
Key responsibilities include:
 
• Lead ticketing system
• Zendesk Usage
• Develop, Coach, Motivate Team
• Champion Self Service
• Work within GDPR and FCA Guidelines
• Own entire customer service offering
• Stakeholder Engagement for Business Improvements
 
To be successful you will ideally come from an FS or highly regulated background and have exposure to the culture of a small environment.  Understanding of the fast paced and flexible nature of “tech” or “start up” businesses.  You will need to clearly demonstrate your ability to develop your team to interact with highly emotive customer queries without the use of telephony as and where possible.
 
This is a snapshot of a fantastic and unique role within a forward thing and market disrupting organisation.ot
 
Please note, should feedback not be received within 28 days due to the large volume of applications, unfortunately your application has been unsuccessful. However, we may be in touch with similar relevant opportunities.