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Lead a busy customer service team across reception, telephone, digital and administrative channels.
Oversee front-of-house and regulatory support service delivery.
Act as the escalation point for customer queries and complex issues.
Manage team performance, rotas, absences and one-to-ones.
Coach and support staff to deliver excellent customer service.
Monitor workloads, maintain accurate CRM records and ensure service standards are met.
Support the team through change and evolving service requirements during the pilot programme.