Role purpose
The Customer Services Manager will design and manage the standards, processes and team practices through which customers and programme participants engage with ELOVIA. The role will ensure enquiries, applications, service requests, complaints and vulnerability indicators are handled consistently, confidentially and with dignity, while regulated services remain unavailable until formally authorised.
Key responsibilities
- Design and implement customer-service standards, operating procedures, response targets and escalation routes.
- Lead the daily handling of enquiries, applications, service requests and complaints across approved channels.
- Recruit, coach and supervise customer-service colleagues as the function grows.
- Ensure records are accurate, complete, confidential and maintained in the appropriate systems.
- Identify vulnerability, safeguarding, hardship and conduct concerns and escalate them under approved policies.
- Work with programme, operations, risk, compliance and technology teams to resolve root causes and improve customer journeys.
- Produce management information on volumes, response times, satisfaction, complaints, outcomes and service risks.
- Maintain clear customer communications and ensure commitments are accurate, accessible and within ELOVIA’s authority.
- Support service-readiness testing, training, quality assurance and continuous improvement before new programmes launch.
Experience and capabilities
- Strong customer-service management experience in financial services, fintech, enterprise support, healthcare, telecommunications, public services or another high-accountability environment.
- Evidence of leading teams, managing service standards and resolving complex or sensitive customer matters.
- Excellent written and verbal communication, listening, judgement and de-escalation skills.
- Experience using customer-service, case-management or CRM systems and producing reliable performance information.
- Understanding of complaints handling, confidentiality, vulnerability and fair-customer-treatment principles.
- Relevant degree, professional qualification or equivalent practical experience.
Desirable experience
- Experience serving women entrepreneurs, SMEs, underserved communities or programme beneficiaries.
- Knowledge of financial inclusion, responsible finance or regulated customer operations.
- Experience helping to establish a new customer-service function or multi-channel service model.
Expected outcomes
- A trusted, accessible and consistently managed customer-service function.
- Clear service standards, escalation routes and quality controls.
- Timely, respectful resolution of enquiries and complaints.
- Customer insight that informs safer services and continuous improvement.
Terms of appointment
This is a senior leadership appointment. Salary, benefits and the overall remuneration package are negotiable and will reflect the scope of the role, relevant experience and the final terms agreed with the successful candidate. The appointment is subject to references, relevant background checks, conflicts-of-interest disclosure and formal approval.
Equitable recruitment process
ELOVIA assesses applicants against consistent, role-related criteria. Shortlisting is evidence-led; interviews are structured; reasonable adjustments are available; selection decisions are documented; candidate information is treated confidentially; and appointments are made without unlawful discrimination.