Coordinate and perform multiple complex functions within the Patient Access department at CT Children’s Medical Center. Seeking candidates with healthcare experience to enhance team operations.
About the role
- Customer Support Manager overseeing telephony and messaging operations in the fintech sector. Driving service excellence, team engagement, and continuous improvement in customer servicing.
Responsibilities
- Oversee day-to-day operations of telephony and messaging teams.
- Set clear performance objectives and be accountable to set and deliver KPIs.
- Foster a culture of accountability, collaboration, and customer-centricity.
- Coach and develop team leaders to build high-performing teams.
- Ensure all customer interactions meet quality standards and regulatory requirements.
- Monitor service levels across channels and implement strategies to improve response times and resolution rates.
- Act as an escalation point for complex or sensitive customer issues.
- Manage workforce planning, scheduling, and resource skills and allocation to meet demand.
- Drive process improvements to enhance efficiency and reduce customer effort.
- Utilize data and MI reporting to identify trends and inform decision-making.
- Ensure adherence to FCA regulations, GDPR, and internal policies.
- Maintain robust controls to mitigate operational and reputational risk.
- Champion digital servicing initiatives and automation opportunities.
- Gather customer feedback and insights to inform service enhancements.
- Lead projects to optimize multi-channel servicing strategies.
Requirements
- Proven experience managing customer service teams in financial services.
- Strong knowledge of telephony and digital messaging platforms (Zendesk/AWS/Twillio).
- Excellent leadership, coaching, and people development skills.
- Analytical mindset with ability to design data, interpret data and drive improvements.
- Understanding of regulatory requirements (FCA, GDPR).
- Strong communication and stakeholder management skills.
Benefits
- Competitive salary
- Pension contributions
- Bonus potential
- Private medical cover
- 25 days annual leave (FTE) plus UK bank holidays and your birthday off (with an additional day added for each full calendar year worked, up to a maximum of 30 days).
- 4x life insurance cover
- Employee assistance program
Job title
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