Job Title: Customer Service Manager
Location: Solihull; a flexible hybrid working model which supports you as well as enabling you to work collaboratively with your colleagues
Hours: Full time, 6-month contract.

SKILLS & ATTRIBUTES:

Proven experience managing Managers. (Essential)
Experience of leading teams in a customer focused environment.
Attention to detail
Experience of managing projects.
Ability to make decisions based on the information available.
Experience of Consumer Duty.

THE ROLE:

The role of Customer Service Manager is responsible for contributing to Customer & Colleague journey development, Conduct Risk, Credit Risk, Operational Risk adherence, Operational Efficiency & Cost Control, and the leadership and development of the Operations Team within BNP Paribas Personal Finance UK.

KEY RESPONSIBILITIES:

Strategic Leadership: You’ll lead and strategically manage your team to deliver key services for our customers and clients across a variety of products.
End-to-End Management: You’ll direct the team to provide a comprehensive customer journey, achieving our commercial goals and key performance indicators through a customer-centric approach.
Department Development: You’ll develop the department in line with our business objectives, including training and developing your team to ensure best practices and minimize risks.
Customer Satisfaction: You’ll work on increasing customer satisfaction through initiatives that address root cause issues identified by performance metrics, risk factors, and feedback from colleagues and customers.
Operational Oversight: You’ll manage resources, costs, compliance, call quality, customer conduct, and credit control activities within the department.
Hybrid Working Culture: You’ll enhance and contribute to a positive hybrid working culture, promoting flexibility and a healthy work-life balance.