Customer Service Representative in Berlin focusing on customer support and satisfaction in education services. Engaging with clients through various communication channels to manage inquiries and ensure quality service.
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
Job type
Experience level
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Degree requirement
Tech skills
Location requirements
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