Customer Success Team Manager

Customer Success Team Manager

Up to £55,000 per annum

Watford- Hybrid

Key Responsibilities:

• Leading and motivating a team, fostering a culture of care, compliance, and continuous improvement
• Managing complex client cases and ensuring every contact meets the highest standard of care and compliance
• Collaborating with customer support and other business teams to deliver an outstanding, responsible service across all channels
• Monitoring players and identifying patterns that may suggest risk
• Put clients well being first while supporting wider business goals
• Ensuring departmental KPIs and regulatory standards consistently met
• Acting as a role model for company values

Key Attributes:

• Proven experience managing teams in customer service or contact centre settings
• Excellent interpersonal skills and the ability to handle sensitive interactions with empathy and professionalism
• Analytical mindset with confidence in interpreting behavioural data and identifying trends
• A natural collaborator and influence who can work cross-functionally and present ideas effectively
• Committed to upholding confidentiality, integrity, and ethical standards at all times