Customer Service Manager (1pm to 9pm)

Summary

1PM TO 9PM - 9 MONTH FTC

Working within Lomond View Centre on Craigforth Campus, you will be responsible for developing and leading a team of people to deliver consistent levels of excellent service with the customer at the centre of everything we do.Package

* Competitive annual salary
* Eligible for annual discretionary bonus (based on individual and company performance)
* 25 Days holiday
* 6% non-contributory pension scheme
* Life Assurance (4 x salary)
* Family Cover healthcare
* flex benefits schemeMain Responsibilities

1PM TO 9PM - 9 MONTH FTC

Key responsibilities include:

* Create and nurture an open and honest environment that encourages and supports the delivery of excellent customer service.
* Connect and Inspire with people to encourage continual development and improved capability.
* Champion change and take personal responsibility for driving change forward.
* Constructively and continually challenge the way we work, generating new ideas and take them from concept through to delivery.
* Deliver consistent levels of service today while planning and considering the requirements for the future.
* Responsible for operational risks and controls to ensure these are compliant with regulatory, legislative and internal requirements.
* Deliver cost challenges within area.
* Actively engage with other areas in operations and the business to improve our service proposition and promote "one team" ethos.
* Develop and build successful partnerships with key stakeholder, both internally and externally, that add value to our business.
* Responsible for complaints within team ensuring these are resolved to an acceptable outcome in line FCA guidelines. Lessons are learnt and changes implemented to improve the service.
* Ensure all team members have clear objectives and Perfomance Development Plans and understand how these align to the UK strategy
* Manage workplace issues in a timely and legally compliant manner whilst maintaining and a fair and reasonable approach
* Be able to apply HR policies and practices in order to meet the needs of the business whilst being consciously aware of the customer experience
* Be aware of your responsibility as a first line manager for the health and safety of your team and be able to deploy that responsibility where appropriate
* Champion treating customers fairly to ensure the customer is at centre of everything we do.
* Communicate clearly and influentially, in a way that engages people so they can see how what they do fits into the bigger picture and how they can each make a difference to the success of the company.
* Display high levels of personal integrity at all times in personal and business interaction.
* Maintain and update strong knowledge and understanding of the financial services industry and marketplace to add value to the decision making processIdeal Candidate

Skills and Knowledge:

Knowledge
* Excellent knowledge of product, procedures and systems within business area
* Strong knowledge of the financial industry and the market place
* Strong ability in understanding management information and using this to make considered decisions
* Broad knowledge of IFDS's wider products, processes and systems out with own business area.
* Comprehensive knowledge of relevant regulatory and mandatory procedures and qualifications
* Good understanding of business drivers and the key deliverables on the Customer Services Business plan

Skills

* Strong ability to connect with audience when communicating, both written and verbal.
* Strong ability to engage people
* Strong interpersonal skills and the ability to create an environment that delivers excellent customer service.
* Demonstrate ability to deliver difficult and unpopular messages to the team when necessary
* A role model to others by leading by example
* Good leadership skills and strong ability to inspire change in people and work culture.
* Strong decision making and problem solving skills
* Excellent analytical skills.
* Excellent planning and organisational skills.
* Strong influencing and negotiating skills
* Good project management skills.
* Excellent customer focus skills.
* Ability to build partnerships both internally and externally with key stakeholders.
* Strong process improvements skills with a minimum of yellow belt accreditation.
* Strong ability to value diversity.
* Strong self awareness of own strengths and capabilities

Pre-employment Screen

All offers of employment at IFDS are subject to a pre-employment screen, including 5 year employment history, proof of eligibility to work in the UK, proof of address, credit check and criminal record check.