Vacancy Search

Customer Operations Manager

Job Ref: LF 28259
Leapfrog Jobs

Our client is seeking a Customer Operations Manager to join their team. This role involves overseeing the daily operations of the Customer Service team, primarily focusing on Savings customers but occasionally supporting Mortgage customers.

Location

Guernsey, Channel Islands

Responsibilities

Duties for this role include, but are not limited to:
Managing end-to-end customer operations to ensure timely resolution of customer inquiries and issues.
Collaborating with cross-functional teams (e.g., compliance, risk, IT) to streamline processes and improve service efficiency.
Ensuring alignment of customer operations with local regulatory requirements and internal policies.
Working with the Customer Experience Team to enhance customer satisfaction using feedback and data insights.
Implementing SLAs (service-level agreements) and KPIs (key performance indicators) to optimise service performance.
Handling complaint escalations alongside the Complaints team to achieve suitable resolutions for customers.
Leading, mentoring, and developing a high-performing Customer Services team aligned with organisational values.
Training the team on policies, regulatory changes, and skills relevant to customer interactions, such as managing difficult conversations.
Driving innovation by implementing new tools, technologies, and methodologies to improve service delivery.

Skills / Qualifications

The ideal candidate will be an accomplished leader with extensive experience in banking operations and customer service. They will bring at least five years of experience in a Customer Services role, supported by GCSEs, A Levels, or relevant professional qualifications. With in-depth knowledge of the Guernsey finance sector and banking services, they will also have a solid understanding of the GFSC handbook and customer service areas such as complaints management.

How To Apply

For a full job description, please call 711188, or email [email protected]. Alternatively, if you wish to apply, please submit your CV via the Apply Now button below.

Apply Now

Email A Friend

Job Sectors