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Customer Solutions Manager – Manchester

As a Customer Solutions Manager to lead our Manchester-based Customer Solutions Centre. We’re seeking a dynamic individual with strong leadership and operational management experience in financial services, particularly unsecured loans.

What You’ll Do:

* Team Leadership & Development: Lead and manage contact centre agents, implement engagement strategies, and provide ongoing coaching.

* Operational Performance: Oversee KPIs (call handling, customer satisfaction), and improve processes.

* Compliance & Risk Management: Ensure adherence to FCA regulations and GDPR.

* Customer Experience: Enhance customer journeys, resolve escalated complaints, and improve retention.

* Sales & Conversion: Drive conversion rates and train agents on compliant selling practices.

* Technology Management: Ensure the contact centre is equipped with up-to-date tech and CRM systems.

* Financial Performance: Manage budgets and contribute to cost control and forecasting.

What We Expect:

* Proven contact centre management experience in financial services, with a focus on unsecured loans.

* Strong knowledge of FCA regulations and UK compliance requirements.

* Ability to improve operational performance, handle complaints, and manage teams.

Perks:

* Up to £45k salary + bonus (OTE £60k)

* Hybrid working (3 days office, 2 days home)

* 34 days holiday (incl. bank holidays), pension scheme, and enhanced healthcare

* Casual dress code, flexible working, and regular team incentives

This role is ideal for an ambitious individual passionate about driving customer outcomes in a fast-paced environment