Customer Services Manager
- Crewe, Cheshire
- Permanent
- Full-time
- £150 to £300 GBP
- Level:
Location: Crewe, Cheshire
Engagement Type: ContractWe are seeking an experienced Customer Services Manager to support our financial services operation for a short-term engagement. The successful candidate will play a critical role in maintaining operational excellence across customer service, regulatory standards, and strategic oversight.Key Responsibilities:
- Lead and support customer-focused operational teams in a high-paced environment
- Oversee complaint resolution, claims processing, and payment handling
- Manage scopes of work relating to consumer duty, fraud prevention, and complaints handling
- Collaborate with senior management and executive teams to align operational activities with strategic goals
- Analyse and enhance KPIs, reporting structures, and operational efficiency
- Utilise Salesforce within a customer service or operational context
- Leverage MI for performance and insight-driven decision making
- Contribute to the implementation of new technologies and digital tools
- Support transformation initiatives within the operational function
- Extensive background in customer service operations such as call centres, claims or complaints departments
- Proven experience in a financial services environment
- Strong understanding of regulatory frameworks including consumer duty and fraud prevention
- Experience in large-scale transformation programmes
- Proven ability to implement new technologies to improve operations
- Background in operational use of Salesforce
- Analytical skills in MI utilisation and KPI optimisation
- Strategic thinking with previous exposure to executive-level collaboration