Do you have a proven background in leading and developing high performing customer service teams? Do you operational knowledge of the Financial Services sector, preferably Banking? Are you looking for a role that will allow you to shape an outstanding customer experience? Our client, a leading financial services organisation are looking for a Customer Service Manager to join their team. With two direct reports you will provide leadership and direction to a team of 20, playing a key role in the transition to a modern, multi-channel service model, whilst embedding continuous improvement, operational resilience and regulatory compliance across the function. As the Customer Service Team Manager, you will be responsible ensuring excellent service across all customer contact channels, as well as: Managing day to day operations across telephony, digital and administrative channels Delivering service levels and operational performance targets Using data and insight to improve customer experience and team performance Handling complex customer escalations and support complaint resolution Driving continuous improvement and supporting transformation initiatives The ideal Customer Service Team Manager will have experience in a customer contact environment, leading and developing multi-channel customer service teams. You will also have: Strong operational management and resource planning skills Ability to analyse performance data and drive improvements Experience managing customer esca