Accessibility Links

Customer Relationship Team Manager

  • Salary: £30000 - £40000 per annum
  • Location: Birmingham, West Midlands
  • Sector: Financial Planning
  • Job type: Permanent
  • Date posted:
    13 Nov 2017
  • Job reference: 29901

The primary focus of the role is to manage a team within the customer relationship centre developing processes that enable a step change in customer experience through inbound calls. This challenging role is at the forefront of helping to define and deliver the customer services strategy.

The role will involve the overall day-to-day management of calls, workflow and staff to ensure that customer relationships are managed to best effect through ownership of the end-to-end processes. To focus on quality delivery and to ensure that the customer is satisfied and all outcomes are monitored, leading to improvements in current practice.

Areas of Responsibility:

  • To manage and lead the team
  • Support on-going training and development of staff by identifying training needs and delivery or sourcing the training required in conjunction with the training department
  • Encourage and inspire the team to challenge existing processes and practices that obstruct or hinder the ability to give customers an end-to-end experience
  • Act as a Supervisor for the training and competence scheme in accordance with FCA regulations
  • Manage team performance to optimise results, recognising achievement and dealing with under performers professionally and efficiently
  • Monitor individuals to ensure that plans are achieved and working practices followed in accordance with the society's managing performance guidelines
  • Produce management information to analyse performance
  • Deal effectively with complaints received
  • Evaluating business risks and controls

The successful candidate will:-

  • A good knowledge and understanding of current legislation, compliance and taxation implications on products
  • Demonstrated team management and leadership experience including conducting performance reviews, training and development and motivational techniques preferably in financial services
  • A challenging approach to existing work practices
  • The ability to implement cost effective and efficient processes
  • Excellent communication skills at all levels in the business
  • Ability to motivate and inspire staff
  • Ability to work with staff at all levels
  • FPC1, 2 and 3 or equivalent
  • Financial Services experience
  • Degree qualified or equivalent

Please visit the IDEX Consulting Ltd website for further opportunities. If your application is successful we will contact you to discuss the opportunity in more detail within 2 working days of receiving your application. If your application is unsuccessful, the information supplied may still be retained for use in connection with future vacancies. Due to the overwhelming application response we receive through various sources, should you not hear from us within one week then please assume your application has been unsuccessful.

Our clients include: