Customer Service & Junior Property Expert role at Evalion involves customer communication and real estate valuation tasks. Position supports creation of expert assessments under guidance in Berlin or hybrid.
About the role
- Customer Support Manager overseeing telephony and messaging operations in the fintech sector. Driving service excellence, team engagement, and continuous improvement in customer servicing.
Responsibilities
- Oversee day-to-day operations of telephony and messaging teams.
- Set clear performance objectives and be accountable to set and deliver KPIs.
- Foster a culture of accountability, collaboration, and customer-centricity.
- Coach and develop team leaders to build high-performing teams.
- Ensure all customer interactions meet quality standards and regulatory requirements.
- Monitor service levels across channels and implement strategies to improve response times and resolution rates.
- Act as an escalation point for complex or sensitive customer issues.
- Manage workforce planning, scheduling, and resource skills and allocation to meet demand.
- Drive process improvements to enhance efficiency and reduce customer effort.
- Utilize data and MI reporting to identify trends and inform decision-making.
- Ensure adherence to FCA regulations, GDPR, and internal policies.
- Maintain robust controls to mitigate operational and reputational risk.
- Champion digital servicing initiatives and automation opportunities.
- Gather customer feedback and insights to inform service enhancements.
- Lead projects to optimize multi-channel servicing strategies.
Requirements
- Proven experience managing customer service teams in financial services.
- Strong knowledge of telephony and digital messaging platforms (Zendesk/AWS/Twillio).
- Excellent leadership, coaching, and people development skills.
- Analytical mindset with ability to design data, interpret data and drive improvements.
- Understanding of regulatory requirements (FCA, GDPR).
- Strong communication and stakeholder management skills.
Benefits
- Competitive salary
- Pension contributions
- Bonus potential
- Private medical cover
- 25 days annual leave (FTE) plus UK bank holidays and your birthday off (with an additional day added for each full calendar year worked, up to a maximum of 30 days).
- 4x life insurance cover
- Employee assistance program
Job title
Job type
Experience level
Salary
Degree requirement
Tech skills
Location requirements
Technical Support Representative investigating and resolving product issues for Crown Equipment Corporation. Collaborating with technicians and warranty departments while based on the West Coast.
Customer Service Manager managing operations for a plumbing company. Ensuring seamless coordination between customers, technicians, and internal systems while enabling long - term success.
Customer Service Agent assisting clients of MB Outdoor GmbH, a leading eCommerce company in garden and outdoor furniture. Responsibilities include handling inquiries and improving processes collaboratively.
Customer Service Agent handling phone and written inquiries for MB Outdoor GmbH. Supporting an ECommerce company in the garden and outdoor products sector with a focus on customer satisfaction.
Customer Support Executive providing customer services and support via live chat and email. Assisting with account management and maintaining quality standards for player experience at Campeón Gaming.
Customer Support Representative assisting caregivers with technology - related inquiries. Providing support via incoming calls and ensuring customer satisfaction in Bee Cave, Texas.
Senior Product Manager for an AI - driven platform enhancing B2B customer experience. Combining data, AI, and automation to drive growth and customer engagement.
Customer Service Officer providing support for clients after their finance product goes live. Handing enquiries and creating positive experiences in a hybrid working environment.
Customer Success Analyst focusing on revenue expansion strategies at iugu. Responsible for account management and risk mitigation in a B2B environment.