Overview
The Customer Services Manager is responsible for supporting the Customer Services Director with the end-to-end management of TrustMark’s highest priority complaints and disputes, ensuring that all relevant intelligence is gathered, all parties are effectively engaged, and that appropriate resolution routes are identified and progressed.
The role operates as the primary lead for high-priority cases prior to escalation to the Customer Services Director, with responsibility for robust case management, transparent consumer communication, and maintaining strong, audit-ready records.
The role also leads on developing and maintaining processes that ensure effective handovers from remediation activity and from cases involving installers no longer TrustMark registered or certificated.
In addition, the Customer Services Manager provides day-to-day leadership and people management to members of the Customer Services team, ensuring high standards of performance, consistency, wellbeing and professional development.
