Senior Customer Services Manager (Fintech)

TL;DR

Senior Customer Services Manager (Fintech): Leading contact center operations for UK and US business customers with an accent on operational efficiency and technology implementation. Focus on reducing customer friction, analyzing contact drivers, and driving first-contact resolution.

Location: Cardiff (Hybrid: 3 days per week in the office)

Company

A profitable financial platform providing business credit cards, spend management tools, and savings products for small businesses.

What you will do

• Drive contact center evolution by implementing technology and tooling to improve efficiency and customer outcomes.
• Analyze root causes of customer contact to inform process redesign, self-serve options, and deflection strategies.
• Lead and mentor a high-performing team of colleagues and Team Leaders to foster accountability and collaboration.
• Oversee service delivery standards and provide expert support for complex escalations.
• Collaborate with other departments to optimize customer interactions and influence product improvements.

Requirements

• Significant experience in contact center management within a financial services environment.
• Proven track record of using technology and automation to drive operational improvements.
• Strong analytical capability for interpreting contact driver and customer insight data.
• Excellent leadership and communication skills for stakeholder collaboration.
• Experience managing high-performing teams in fast-paced and dynamic environments.

Culture & Benefits

• Private healthcare including dental and opticians via Vitality, plus worldwide travel insurance.
• Anniversary rewards including a 4-week fully paid sabbatical.
• Salary sacrifice pension scheme with up to 7% match and Octopus EV scheme.
• 28 days holiday plus bank holidays.
• Annual learning and wellbeing budget.
• Dog-friendly office with a pool table, arcade machine, and free snacks.

Hiring process

• 30-minute initial interview with a Talent Partner.
• 60-minute interview with the Head of Customer Service.
• 60-minute final interview with the Customer Operations Director and Lead People Partner.