Customer Service Manager
Connect Recruitment Consultants Ltd.
Slough
Full-time
This listing is from Reed
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.
- 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.
This listing is from Reed. View original listing ↗