Key Benefits
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30 days annual leave (plus bank holidays)
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Option to buy/sell up to 5 additional holiday days
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15% employer pension contribution
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Hybrid and flexible working
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Group Income Protection & Life Assurance
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Healthcare cash plan, cycle to work scheme
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Paid parental leave and voluntary days
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Discounts on retail, dining, tech, travel, and more
See full list of benefits ➝
The Role
We are seeking a strategic and dynamic Customer Service Manager to join the Products Team at British Business Bank. Reporting to the Senior Customer Experience Manager, you will lead a multi-channel customer support helpdesk, ensuring excellent service delivery, SLA achievement, and continuous improvement of the customer journey.
Responsibilities
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Lead and manage the performance of the Customer Service Advisors
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Deliver excellent customer service through quality conversations and CSAT-driven KPIs
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Analyse feedback and identify training needs for team development
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Manage reporting (MI) to senior stakeholders
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Oversee quality assurance, compliance, and risk incident processes
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Support development of the future Customer Contact Strategy
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Collaborate across teams to streamline processes and boost efficiency
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Stay current on best practices and technology in the customer service industry
Experience & Skills Required
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Proven experience leading customer service teams in a multi-channel contact centre
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Strong background in performance management and stakeholder engagement
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Demonstrated success in delivering positive ROI and strategic alignment
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Skilled in interpreting data and customer metrics
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Comfortable using CRMs and other customer communication platforms
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Experienced in driving continuous improvement and leading through change
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Excellent interpersonal, leadership, and organisational abilities
About British Business Bank
Established in 2014, the British Business Bank is a government-owned economic development institution with a mission to drive sustainable growth across the UK. Working with over 200 partners, we provide vital access to finance for smaller businesses, supporting their journey towards innovation and net zero goals.
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~550 employees across London and Sheffield offices
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Embraces a hybrid work model (2 in-office days/week)
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Champions diversity, equity, and inclusion
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Disability Confident employer
We strongly encourage applications from diverse backgrounds and experiences. Reasonable adjustments are available at all stages of the recruitment process.
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