Customer Services Manager

Mason Frank International • TRAFFIC • Manchester, Not Specified, United Kingdom • £150 - £300 / * • 4d ago

Interim Customer Services Manager - (Crewe, On-site 4/5 Days a Week)

Duration: 3 Months
Location: Crewe, Cheshire
Engagement Type: Contract

We are seeking an experienced Customer Services Manager to support our financial services operation for a short-term engagement. The successful candidate will play a critical role in maintaining operational excellence across customer service, regulatory standards, and strategic oversight.

Key Responsibilities:

Lead and support customer-focused operational teams in a high-paced environment
Oversee complaint resolution, claims processing, and payment handling
Manage scopes of work relating to consumer duty, fraud prevention, and complaints handling
Collaborate with senior management and executive teams to align operational activities with strategic goals
Analyse and enhance KPIs, reporting structures, and operational efficiency
Utilise Salesforce within a customer service or operational context
Leverage MI for performance and insight-driven decision making
Contribute to the implementation of new technologies and digital tools
Support transformation initiatives within the operational function

Essential Experience:

Extensive background in customer service operations such as call centres, claims or complaints departments
Proven experience in a financial services environment
Strong understanding of regulatory frameworks including consumer duty and fraud prevention

Desired Skills:

Experience in large-scale transformation programmes
Proven ability to implement new technologies to improve operations
Background in operational use of Salesforce
Analytical skills in MI utilisation and KPI optimisation
Strategic thinking with previous exposure to executive-level collaboration

Of you would be interested in learning more about this opportunity, please apply with your CV and I will be in touch!

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