Club Service Manager - Consumer website

Job Title: Club Service Manager - Consumer website
Contract Type: Permanent
Location: West End, London
Salary: £40000.00 per annum
Start Date: ASAP
Reference: BBBH55117
Contact Name: Alice Scott
Contact Email:
Job Published: October 06, 2016 10:17

Job Description

Handle Recruitment is working with a top consumer website to find a Service Delivery Manager to take responsibility for the day-to-day management of one of their growing clubs and ensure the effectiveness of all operational processes. You'll be working collaboratively with internal staff and a third party partner to make sure all users receive an excellent and seamless level of service.

Reporting to the Operations & Compliance Manager, key features will include:

  • Ensuring the team's procedures and processes are appropriate for purpose - fully-documented, functioning correctly, robust and regularly updated.
  • Leading the team's customer service staff to handle all queries and complaints within service level time frames and encouraging a culture where the user comes first.
  • Handling all escalated customer service enquiries (including regulated complaints) with the help of the Operations & Compliance Manager.
  • Finding and implementing solutions for smarter ways of operating.
  • Understanding relevant financial regulations and how they impact on the Club's Operations.
  • Liaising with internal and third party providers to ensure resolution of issues within agreed timescales.
  • Identifying opportunities to enhance clubs to further help their users.

Person Specification:

  • Great communication and influencing skills
  • Track record of operational management
  • Previous experience in a FCA regulated environment
  • Line management experience
  • Experience working with and developing third party relationships
  • Proven conflict/complaint handling ability
  • Ability to grasp complex processes
  • Good understanding of MS Office

An understanding of consumer credit products / familiarity with credit reports would be advantageous.

PLEASE NOTE: Due to the high volume of applications we receive we are unable to respond to everyone. If you have not heard from us within 5 working days of sending your CV then unfortunately you have not been shortlisted for the position you have applied for.