Customer Relations Manager - 12 Month Fixed Term Contract

We’re on the lookout for a dynamic and experienced Customer Relations Manager to lead our Quality and MI functions within Customer Relations. This role is pivotal in driving improvements in service delivery, managing root cause analysis, and leading a high-performing team focused on quality assurance and data insights.

Key Responsibilities:

- Lead the Quality Team within Customer Relations, ensuring consistent standards and continuous improvement across all customer touchpoints. The team is responsible for all department training and onboarding.

- Manage the Management Information (MI) and Root Cause Team, overseeing reporting, trend analysis, and insight generation to inform strategic decisions.

- Champion a data-driven approach to identifying service gaps and implementing corrective actions.

- Collaborate with internal stakeholders to ensure Customer Relations activities align with broader business goals and compliance requirements.

- Drive automation and efficiency initiatives across Customer Relations operations, through strong relations with third-party suppliers, acting as the business SME for change activity.

- Lead the creation and governance of operational processes and procedures.

- Foster a culture of transparency, fairness, and accountability, ensuring a focus on brilliant outcomes for our customers.

What We’re Looking For:

- Proven experience in customer relations, quality assurance, or operational leadership within financial services or a similar sector.

- Strong analytical skills with the ability to interpret MI and root cause data to drive improvements.

- Excellent leadership and stakeholder engagement capabilities.

- A proactive mindset with a passion for delivering exceptional customer outcomes.

Please Note This is a Hybrid role with the expectation that you will work from our Head office in Bradford at least 3 times a week.