Job Description
Job title: Customer Services Manager
Contract: Permanent Full Time
Reference: SSm721
Based in: Hybrid working, Kingshill base
Department: Customer Services Team – CAF Bank
Hours: 35 hour per week
Grade: E
We have an opportunity for you to join our team as our Customer Services Manager for CAF Bank. You will be an integral part of our award winning team, who provide exceptional service to CAF Bank customers. Our International Head office is based in Kingshill, Kent where you will initially be based full time for training, and then going forward will be based part of your time in the office and part of your time working from home.
You will join us on a full time, permanent basis working Monday to Friday, 35 hours a week. Working hours are 9am to 5pm but flexibility is key.
At CAF you will be joining a workforce who are passionate about accelerating society’s progress towards a fair and inclusive future for all. We are people focused, driven by innovation and together, we are building a great and safe great place to work.
In return for joining as our Customer Services Manager you will receive:
- 26 days holiday plus bank holidays
- Excellent – on-going training programme
- Excellent pension scheme
- Private Health care cover
- Life assurance
- On-going learning and development
- Annual flu vaccination
- Employee Assistance programme to support your health and wellbeing
- CAF volunteering day
As our Customer Services Manager your key responsibilities will include:
- Responsible for the daily running and management of the Bank Customer Services Team, through the effective planning and use of available resources.
- Responsible for meeting customer service targets as well as identifying areas of improvement to ensure excellent customer experience at all times.
- Providing strategic leadership to direct reports and team members ensuring delivery of a first class customer focused service, meeting all performance and operational targets within agreed budgets.
- Leading the transformation of the business into a modern, multi-channel offering for customers, leveraging previous experience and the latest thinking and, where appropriate, new technology to drive change and improve the customer experience.
- Managing the Bank administration activities, including account maintenance and changes, online banking administration and Business cards.
- Managing relationships with a number of key suppliers.
Skills required of our Customer Services Manager:
- Substantial up-to-date operational experience of running a high volume customer contact environment.
- Wide understanding of Retail Banking Operations, including payment processing.
- A knowledge of, and an ability to work within, relevant legislative constraints.
- A proven track record of managing a multi-channel customer service team.
- Significant experience in direct management.
- A proven track record of excellent service delivery.
- Leadership in a relationship managed environment.
- Proven success of delivering and achieving excellent customer service.
- Experience of devising and implementing financial controls in a customer service environment.
NOTE: Applications will be reviewed on a rolling basis and candidates are encouraged to apply as soon as possible.
