Customer Care Manager

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 m