Customer Support Manager

About Jaja 

Our Mission: Empowering our customers to buy, borrow, and build—driven by tech, fuelled by data, and built for the future. Our Company Values: Care Deeply, Adapt & Thrive, Challenge everything, Go for it! Own it, Make it Simple 

Jaja is an innovative UK based consumer finance business, leading initially with a digital credit card launched in 2018, and a pipeline of consumer finance solutions in the making. 

We are on a mission to redefine the consumer finance experience and liberate customers from needless complexity, wasted time and frustration. Or as we say it, Make Simple. 

We will delight our customers – making the customer experience simpler, more enjoyable, more intelligent – treating customers fairly and giving them more control of their money.

Why Join Us?

This is a chance to make a real impact in a growing business on a mission to change the face of the consumer finance industry forever. 

We have a collaborative team structure fuelled by an exciting mix of people, welcoming experienced people from the industry with both feet on the ground and tech-savvy dreamers who pave way for the new stuff. Come as you are and be yourself! 

Purpose of the Role

To lead and manage the Customer Servicing function across telephony and messaging with 2 team leaders reporting directly to you, ensuring exceptional customer experience, operational efficiency, and compliance with financial services regulations. The role is pivotal in driving service excellence, team engagement, and continuous improvement.  

What’s the opportunity?

You will work in a dynamic fast paced environment, delivering a significant change agenda for a business that is shaking up the Consumer Finance industry. Working with a passionate set of colleagues who excel at delivery you will have a varied and interesting portfolio of activity that is not constrained by the status quo

Key Responsibilities 

Leadership & Team Management 

• 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. 

Customer Experience

• 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. 

Operational Excellence 

• 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. 

Compliance & Risk Management 

• Ensure adherence to FCA regulations, GDPR, and internal policies.
  
• Maintain robust controls to mitigate operational and reputational risk.
  
• Support audits and regulatory reviews as required. 

Continuous Improvement 

• Champion digital servicing initiatives and automation opportunities.
  
• Gather customer feedback and insights to inform service enhancements.
  
• Lead projects to optimize multi-channel servicing strategies. 

Skills & Experience 

• 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. 
  

Key Performance Indicators (KPIs) 

• Customer satisfaction  
• Service level adherence (telephony and messaging). 
• First contact resolution rate. 
• Compliance audit scores. 
• Employee engagement and attrition rates. 

Behaviours 

• Customer-focused and empathetic. 
• Data and results-driven with a continuous improvement mindset. 
• Collaborative and inclusive leadership style. 
• Resilient and adaptable in a fast-paced environment.  

What's in it for you?  

• The chance to make a real impact in a growing business on a mission to change the face of the consumer finance industry forever   
• Competitive salary   
• Opportunity for flexibility to support work-life balance
• 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