Customer Services Manager

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!