Customer Support Team Manager, Risk Services

The Customer Service Team Manager will assist the Risk Product Support Manager with the day-to-day management of the Risk Compliance Learning team. This role is a blend of management and hands-on operational duties and includes managing a group of Customer Service Representatives as well as responding to customer queries. A key requirement of the role is to take a proactive approach to maintaining knowledge and skills and to keeping abreast of what both customers and staff are experiencing


  • Manage a team of customer service representatives to proactively respond and handle customer issues.
  • Coach staff to deliver superior customer service in line with global customer support guidelines
  • Maintain and improve the key performance measures of the Risk Customer Service Team.
  • Improve first call resolution results and actively drive more resolution on the initial query
  • Assist the team in providing a memorable and positive customer experience
  • Work with the team to reduce the volume and time of outstanding cases and ensure staff understand and are adhering to procedures
  • Proactively contribute ideas to the F&R Risk management team
  • Recruitment and selection of staff in line with the GRF Competencies
  • Complete monthly call assessments and coaching targets for respective teams in line with Quality guidelines
  • Proactively manage performance and coach customer support representatives
  • Participate in the performance management & review process facilitating the quarterly, mid-year and annual review process
  • Deliver key projects to improve customer service
  • Create a Learning culture environment by sharing knowledge with the F&R CS – Helpdesk team as a whole and championing learning initiatives
  • University degree in related discipline
  • Strong understanding of F&R customers, products, business and service drivers
  • At least 5 years experience in successfully managing front-line customer service organizations
  • Strong understanding of Contact Center industry practices, measurement, drivers and performance improvement strategies

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