Customer Services Manager (Fintech)

TL;DR

Customer Services Manager (Fintech): Leading and developing a multi-skilled service team to deliver an outstanding customer experience within a regulated financial services environment with an accent on operational control and SLA achievement. Focus on managing Team Leaders, optimizing end-to-end customer journeys, and ensuring strict regulatory compliance.

Location: Hybrid (Manchester, UK) - minimum 60% of working time per month spent in the office

Company

hirify.global is one of the UK’s fastest-growing investment platform businesses, providing award-winning solutions for professional financial advisers and first-time investors.

What you will do

• Lead and develop a team of Team Leaders and Customer Service Administrators to deliver high-quality outcomes.
• Ensure departmental SLAs and performance targets are consistently achieved through operational control.
• Manage workforce planning, resource allocation, and capacity across the service team.
• Act as an escalation point for complex customer issues and drive service improvements based on feedback.
• Drive continuous improvement in processes and systems to optimize the customer journey.
• Identify and mitigate operational and regulatory risks while ensuring compliance with financial standards.

Requirements

• Experience in a financial services or regulated customer service leadership role.
• Proven track record of managing Team Leaders and large operational teams.
• Strong knowledge of financial services products, with pensions experience being beneficial.
• Experience working in a structured, SLA-driven operational environment.
• Proficiency in Microsoft Office (Word, Excel, Outlook).
• Must be able to work from the Manchester office for at least 60% of the time.

Culture & Benefits

• 27 days holiday, increasing with service, plus bank holidays and a buy/sell scheme.
• 8% Pension with matched contributions and a discretionary bonus scheme.
• Share schemes (including free shares and BAYE).
• Health Cash Plan, discounted private healthcare, and a free onsite gym.
• Supportive and collaborative environment with a casual dress code and regular social events.
• Enhanced family leave and employee assistance programmes.