Customer Service Manager

About the company

Consula is recruiting on behalf of an organisation for an experienced leader to manage a member services team.

This is an excellent opportunity to join an established organisation where your contribution makes a real difference to the people and services it supports.

Your tasks

You will help deliver accurate administration, effective support and a consistent experience for scheme members.

• Lead colleagues, allocate priorities and develop capability across the service.• Oversee complex casework and resolve escalated queries.• Maintain compliant, accurate records.• Improve processes and support quality assurance.• Collaborate with other teams on service developments.• Set service standards and monitor performance against them.• Lead continuous improvement across member-facing processes.

What Success Looks Like

• Members receive a reliable, timely service.• The team is motivated, skilled and well led.• Performance targets are consistently met.

Requirements

Person SpecificationExperience*

• Strong scheme administration knowledge.• Experience supporting or leading colleagues.

• The ability to interpret complex rules.• Clear communication, sound judgement and careful handling of confidential information.

Personal Qualities

• Reliable, organised and committed to high standards.• Approachable and able to build positive working relationships.• Willing to learn, take feedback and develop in the role.

What we offer

What Is On Offer

• Hybrid working after training and demonstrated competence.• 28 days' annual leave plus bank holidays.• Flexitime, pension membership, life cover and development.• Visa sponsorship is not available.• A supportive working environment and opportunities for development.

Other

SECTOR & ROLE FOR REED Sector

• Public Sector & Governmentor
• Financial Services Pensions Administrationor
• Admin, Secretarial & PA (broader reach)

Role

• Member Services Manager
• Scheme Administration Manager
• Senior Scheme Manager
• Team Leader – Member Services
• Pensions Administration Manager (if pension-related)