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.