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Customer Service Manager
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Customer Solutions Account Manager
Salary: £44,971
Location: Bristol
Working Arrangement: Hybrid, with part-time and flexible working requests considered where possible
Contract: 9–12 month fixed-term contract / secondment
Overview
Our client is a large UK organisation providing mobility-related financial and customer services. They are seeking a Customer Solutions Account Manager to join their Bristol team on a 9–12 month fixed-term contract or secondment.
The role focuses on managing complex and unplanned customer cases that fall outside standard processes. Combining customer service, complaint resolution, and detailed case investigation, the successful candidate will take ownership of cases from initial review through to resolution.
The position involves assessing evidence, working with internal and external stakeholders, and reaching fair, balanced outcomes for both customers and the organisation, while operating in accordance with internal guidance and applicable financial services regulation.
Responsibilities
- Manage a high volume of complex customer cases effectively, prioritising workload and maintaining ownership through to resolution.
- Investigate complaints, complex queries, and potential misuse or abuse of services and associated assets.
- Conduct fair, consistent, prompt, and thorough case research in line with internal guidance and applicable regulatory requirements.
- Review evidence from customers and a range of other sources to reach balanced and well-supported decisions.
- Negotiate with internal and external stakeholders to identify appropriate solutions and achieve fair customer outcomes.
- Provide effective end-to-end case management, ensuring customers receive clear and consistent support.
- Record actions and case details accurately within complaint management systems.
- Maintain comprehensive case records to support complaint analysis and identification of root causes.
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Requirements
No specific essential qualifications, experience, or skills were stated in the source vacancy.
Benefits
- Competitive reward package, including an annual discretionary bonus.
- 15% non-contributory pension, with 9% non-contributory pension during the probationary period.
- 28 days' annual leave, with the option to purchase or sell additional days.
- One volunteering day.
- Funded private medical insurance.
- Electric and hybrid car salary sacrifice scheme.
- Cycle to Work scheme.
- Life assurance at four times basic salary.
- Funded health screening for employees aged over 50.
- Voluntary benefits including charitable giving, critical illness insurance, dental insurance, health and cancer screenings for employees and their partners, discounted gym memberships, and season ticket loans.
- Employee discount scheme.
- Access to healthcare, wellbeing, and volunteering apps.
- Generous family leave policies.
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Application Process
Applications should be submitted via the website.
Our client is committed to building an inclusive workforce and welcomes applications from people from all backgrounds. Its offices provide disability access, and part-time and flexible working requests will be considered where possible within its hybrid working arrangements.
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