Customer Service Agent assisting passengers with airport operations in Sarasota, Florida. Responsibilities include reservations, baggage handling, and compliance with security protocols.
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
Salary
Degree requirement
Tech skills
Location requirements
Bilingual Technical Customer Service Agent providing support via calls and emails for pharmacy clients. Managing and resolving issues through professionalism in a fast - paced environment.
Customer Service Administrator supporting NHS, long - term care facilities, and private individuals with outstanding service and administrative support.
Customer Service Representative ensuring cleanliness and sanitation. Performing janitorial duties and collaborating with team for effective operations.
Customer Support Analyst managing corporate events and food supplier contracts in São Paulo. Ensuring quality service delivery for client satisfaction in a hybrid work model.
Customer Care Consultant at Prima providing professional and human support for motor insurance queries. Growing with the company while offering customer support through various communication channels.
Loss Prevention Associate at TJ Maxx preventing theft and ensuring store safety. Supports a vibrant team and contributes to a positive customer shopping experience in the store.
Operations Support Specialist providing vital support within The Hartford's Claims Centralized Operations Group. Responsible for processing customer - initiated claims and managing daily workload.
Manage customer onboarding and ensure success with JUPUS, a fast - growing Legal Tech company. Collaborate with clients and internal teams to optimize user experience and feedback.
Integrated Sales Support Rep in Las Vegas providing administrative sales and support to team. Coordinating schedules, managing documentation, and supporting reporting for the AT&T sales team.