Customer Service Manager

Overview

In this role you will lead a customer service team to deliver outstanding experiences and measurable outcomes. You’ll coach and develop colleagues, ensuring high service standards while supporting wellbeing and engagement. You will align operations with senior leadership to drive improvements and implement new processes, acting as a key escalation point. This role offers a chance to shape a customer-first culture within a global organization.

Pay / Benefits

• SIPP pension
• 25 days holiday + bank holidays
• flexible working from office or home
• private healthcare
• life assurance
• group income protection

Responsibilities

• Provide day-to-day leadership, coaching and guidance to the customer service team
• Own team performance, productivity and service levels
• Identify development opportunities and foster continuous improvement
• Manage engagement, wellbeing and development within the team
• Escalate and resolve customer and colleague queries professionally
• Collaborate with senior leadership on operational excellence and process changes
• Support implementation of new processes and ways of working
• Act as escalation point for complex issues and drive timely resolution

Key requirements

• Experience leading and developing teams in customer service or contact centres
• Strong focus on customer outcomes and service excellence
• People management including engagement, wellbeing and development
• Excellent communication, stakeholder management and relationship-building
• Performance management to drive productivity and quality
• Strong organisation and prioritisation in a dynamic environment
• Decisive problem solving and practical solution finding
• Adaptability to change and willingness to support new initiatives
• Commitment to continuous improvement and learning

• leadership and coaching
• customer-focused mindset
• excellent communicator
• stakeholder management
• adaptability
• problem solving

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