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Finance Manager

Central to our aim, our Customer Support Centre will deliver higher service levels for our UK operations. This will be achieved through a detailed understanding of our operations and our customers. State of the art systems will ensure requests are speedily and effectively resolved with access to robust data both for developing strong customer relationships and for continually improving our services.


Your role

As Finance and Quality Assurance (QA) Manager, you will provide accurate and consistent financial reporting and forecasting. You will ensure the centre meets quality standards by overseeing our QA standards and coaching our teams to attain the highest levels of quality. You will contribute to the annual business planning process and ensure all financial reporting is accurately carried out. You will provide insight and in-depth analysis to monthly results, comparing plans and forecasts to results. You will enable all team members to adhere to regulatory and company policies at all times.

You will be a member of the customer support centre's management team. You will enable our customer support teams to meet their customer service targets through your expert knowledge and specialist skills. Our teams are responsible for a variety of customer support matters which range from processing customer compensation claims to complaints handling, quality assurance and fraud analysis.



  • Improving customer satisfaction through delivery of high quality, efficient support services
  • Ensuring all processing is carried out to budget and within service level agreements
  • Producing management accounts and budgets and reporting these at group level
  • Managing balance sheet and associated reconciliations
  • Managing the delegated authority process
  • Reconciliation of all customer payments across business units
  • Preparing reports on performance levels, customer contact trends and business planning
  • Ensuring effective monitoring is in place in line with agreed standards and volumes
  • Providing constructive feedback on budgeting and quality to advisors and supervisors
  • Conducting thematic quality reviews across the centre
  • Ensuring all procurement, budgeting and processes are fully compliant and up to date
  • Owning key governance documents, updating as required and communicating changes
  • Delivering relevant change communications and ensuring changes are achieved
  • Managing financial relationships across businesses for AR, AP and Banking and Treasury
  • Managing tax transactions with Group tax plus providing relevant associated information, such as PSA, P11d
  • Managing payroll relationship with Group Payroll and dealing with queries
  • Monitoring of cash flow to ensure required funds are available
  • Monitoring of Fraud and system controls with exception reporting at Group level


Person specification

  • Passion and drive for delivering an excellent customer experience
  • Demonstrate excellent analytical and problem solving skills
  • A strong work ethic and adaptable to manage in a changing environment
  • Credibility to contribute at the management team level
  • Ability to work under pressure in a fast paced environment, with deadlines
  • Initiative to identify and investigate variances, then develop appropriate solutions
  • Capacity to tactfully with discretion and confidentiality
  • Ability to work as part of a team, dealing with all levels of the organization
  • Drive to achieve personal, local and departmental objectives
  • Confidence with strong commercial sense
  • Set the standard with an excellent communication


Knowledge and skills

  • Part qualified or qualified under CIMA/ACCA/ACA qualifications
  • Knowledge gained in a Quality Assurance management role
  • Financial system management skills
  • Performance management skills
  • Detailed knowledge of industry compliance requirements
  • Ability to conduct risk assessments and develop appropriate mitigations
  • Able to coach colleagues and feed into training design
  • Leading understanding of how customer support centre operations provide business value in the retail or the service sectors
  • Skills to set, achieve and develop customer experience performance objectives
  • Awareness to identify risks before they grow into significant reputational threats
  • Expert in communicating to a high standard across all forms of media
  • Working knowledge of regulatory issues, such as the personal, and departmental GDPR responsibilities
  • Good Microsoft Office skills
  • Understanding of Customer Relationship Management systems
  • Good knowledge of all areas of general management, including but not limited to: budgeting, business planning, supplier management, employment law, performance management and staff morale


About First Group:

FirstGroup plc is a leading transport operator with £6.4 billion in revenue and around 100,000 employees. Last year, our UK Rail division carried more than 260m passengers across four companies. Our UK bus division transports 1.6m passengers a day, with a fifth of the market outside London. We aim to transform the way people think about passenger transport by setting a new standard: a better experience for our customers.

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Acero Building, Sheffield
1 Concourse Way, Sheffield, England, S1 2BJ
  • Ref:
  • Company:
    First Customer Contact Ltd
  • Website Skillset:
    All Other Roles
  • Contract Type:
    Permanent - Full Time
  • Contracted Hours:
  • Location:
    Acero Building, Sheffield
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