Customer Care Manager

About this role

Envision Employment Solutions is currently looking for a Customer Care Manager for one of our partners, a leading Digital Bank!

THE ROLE
You run the front line. When a customer messages or calls the digital bank, the team you lead is who answers, and whether their problem is solved in one contact or handed cleanly to a specialist comes down to how well you have built and coached that team. In a bank people are meant to belong to, you are the human proof that the digital bank is there when it matters.

WHAT YOU’LL DO

• Run daily support operations across chat and phone, with real time queue monitoring and shift coverage that holds through peaks, incidents, outages and campaigns

• Lead the customer support analysts to hit service levels, quality standards and first contact resolution, coaching them through regular QA sampling and structured feedback

• Hold every interaction to the SOPs and the knowledge base, and make sure cases needing investigation are logged and routed correctly

• Track open cases, aged tickets, handoffs and follow up until each one is closed, so nothing ever goes quiet on a customer

• Escalate fraud, payments, complaints, vulnerable customer and high risk cases cleanly to the right specialists, from the Complaints Handling Unit to the anti fraud risk unit and Compliance

• Build the training material and the coaching that lifts customer satisfaction and first contact resolution as the team scales

WHAT WE’RE LOOKING FOR

• 5 to 7 years in customer support, including leading or supervising a team, in a regulated financial services or fintech environment

• A track record lifting customer satisfaction, first contact resolution and service levels across chat and phone using CRM and support tooling

• The judgement to know which cases resolve at first contact and which must go to a specialist

• A structured approach to QA sampling, coaching and building knowledge bases and standard operating procedures

• Exposure to financial crime, payment disputes or complaint handling workflows is valuable, not essential

YOU’LL THRIVE HERE IF YOU

• You believe a customer’s problem solved in one contact is worth more than ten polished replies

• You’d rather fix the reason cases escalate than clear the queue and move on

• You coach in the moment, because the team is only as good as its last hard call

• You want to build the front line a bank is judged by