Customer Experience Manager

Customer Services

Ref: 1273Monday 26 July 2021

Salary dependent on experience

We are delighted to offer a unique and exciting opportunity to join a dynamic, innovative, and fast-growing company within Financial Services. If you enjoy working in a vibrant organisation which embraces data science and are truly customer-focussed but want something different than the usual Banking environment, then this is an opportunity for you.  Our client is a fintech consumer lender who are well established (over 6 years old and already lent £200m+) and heading for huge growth over the coming years following significant investment.  They have big plans to disrupt and become the dominant force in UK consumer credit using a data-led approach to everything they do. 


This new team member will be responsible for maintaining and developing an environment with an intense focus on customer satisfaction/advocacy and professional customer support, balanced with consistent achievement of standard business objectives.


Key Responsibilities

  • Work with the management team in hiring and developing staff
  • Supporting a highly functioning team environment that invests in employees
  • Managing loan, investment, and collections queries across email, phone and social media ensuring a timely and high-quality customer resolution
  • Collaborate with compliance, legal and cross-functional teams to provide exceptional customers outcomes
  • Making judgement calls on difficult customer situations, escalations, and complaints
  • Responsibility for completing management information reporting on customer satisfaction, service, complaint, and other consumer outcomes
  • Owns and controls risks for operational processes and assists the management team in driving positive operational improvements


Skills & Experiences Required

  • Minimum of five years managing in a Customer Service/Collections environment
  • Real people person with proven experience of managing a diverse team with differing experience and development requirements
  • Understanding of developing and implementing new customer experience strategies
  • Experience in management of collections
  • Management of loan application operational area