Customer Service Manager – West London

Competitive basic plus bonus and excellent benefits.

James George Recruitment is working with a well-established, international equipment and asset finance lender. They are looking for an experienced Customer Service Manager to lead their UK Customer Service team.

The team Customer Service is the central hub of the business. The team is the first point of contact for customers, introducers and internal colleagues, handling a wide range of queries by phone and email. The Complaints function also sits within the team. There are currently six team members, and the Facilities team also falls under this role.

The role Reporting to the Head of Business & Customer Services (and to the COO on an interim basis), you will drive operational excellence, develop your people and lead continuous improvement across the department.

Key responsibilities:

• Lead, motivate and develop a high-performing, collaborative team, with regular 1:1s, goal setting, coaching and team meetings
• Deliver structured training on systems and processes to new and existing staff
• Quality-check and authorise team output, and make sure mailbox SLAs are met with the right responses and resolutions
• Work with Compliance to build ongoing risk assessment and controls
• Review department processes and lead your own improvement projects
• Produce, analyse and present performance reports to support decision-making
• Represent Customer Services in cross-functional initiatives, working closely with other departments
• Support the Complaints Officer so that complaints are handled in line with regulatory requirements
• Manage the Facilities team, including office improvement and relocation projects
• Contribute to the department’s strategic planning

About you:

• Proven leadership and people management experience in a customer service environment
• A service-excellence mindset and the ability to lead by example
• Strong analytical and problem-solving skills, with a track record of improving processes
• Calm under pressure and able to juggle competing priorities
• Excellent verbal and written communication skills, and highly organised
• Asset finance knowledge is preferred but not essential, so candidates from wider financial services are welcome
• Integrity and a genuine commitment to treating customers fairly

What’s on offer:

• Competitive basic salary
• Annual discretionary bonus
• Generous employer pension contribution and excellent wider benefits
• Hybrid working: full-time in the office for the first 4–6 weeks while you settle in, then 2–3 days a week in the office

Contact: For a confidential discussion, please contact Adam Sommerville adam.sommerville@jgrecruitment.com or Nicola Rouse nicola.rouse@jgrecruitment.com at James George Recruitment.