Job Title: Customer Service Manager

Location: Solihull; a flexible hybrid working model which supports you as well as enabling you to work collaboratively with your colleagues 

Hours: Full time, 6-month contract. 

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The Role:

The role of Customer Service Manager is responsible for contributing to Customer & Colleague journey development, Conduct Risk, Credit Risk, Operational Risk adherence, Operational Efficiency & Cost Control, and the leadership and development of the Operations Team within BNP Paribas Personal Finance UK.

Key Responsibilities: 

• Strategic Leadership: You’ll lead and strategically manage your team to deliver key services for our customers and clients across a variety of products.
• End-to-End Management: You'll direct the team to provide a comprehensive customer journey, achieving our commercial goals and key performance indicators through a customer-centric approach.
• Department Development: You’ll develop the department in line with our business objectives, including training and developing your team to ensure best practices and minimize risks.
• Customer Satisfaction: You’ll work on increasing customer satisfaction through initiatives that address root cause issues identified by performance metrics, risk factors, and feedback from colleagues and customers.
• Operational Oversight: You’ll manage resources, costs, compliance, call quality, customer conduct, and credit control activities within the department.
• Hybrid Working Culture: You’ll enhance and contribute to a positive hybrid working culture, promoting flexibility and a healthy work-life balance.

Skills & Attributes:

• Proven experience managing Managers. (Essential)
• Experience of leading teams in a customer focused environment.
• Attention to detail 
• Experience of managing projects.
• Ability to make decisions based on the information available.
• Experience of Consumer Duty.

What’s in it for you?

Joining BNP Paribas Personal Finance means becoming part of a Top Employer UK dedicated to making a difference to the lives of our customers. Along with a fulfilling career, you'll be able to enjoy a benefits package which you can tailor to your lifestyle and needs, with key highlights including; 

• Competitive salary and a contributory pension scheme
• Access to our Health Cash Plan Scheme
• A multi-award-winning flexible benefits platform offering life insurance, private medical insurance, or lifestyle benefits that include discounts on dining, cinema, and days out
• The opportunity to buy and sell holidays, giving you even more control over your work-life balance

Could this be you? 

Making a positive impact is at the heart of everything we do – whether for our colleagues, customers, partners, or the community. We live by our values: We’re positive, we’re brave, and we own it. We believe a positive attitude and a passion for making things happen matter most. Don’t let confidence hold you back – there’s no such thing as a ‘perfect’ candidate. If you meet 75% of the requirements for this role, we want to hear from you! Whether you're considering a career change or exploring a sector jump, we welcome applicants with transferable skills.

Apply now to express your interest and discover how you can make a meaningful contribution to our dynamic team.

To learn more about careers at BNP Paribas Personal Finance UK, visit our website: https://www.bnpparibas-pf.co.uk/careers.

Equal Opportunities Disclaimer

BNP Paribas Personal Finance promotes equality of opportunity and is committed to ensure that no individual is discriminated against on the grounds of age, disability, gender reassignment, marriage or civil partnership status, pregnancy and maternity, race, religion or belief, sex or sexual orientation.