Customer Services Manager

Do you have experience leading and developing teams within a customer service or contact centre environment? Are you confident using data, KPIs, and performance measures to drive service improvements? Are you passionate about delivering excellent customer experiences while coaching others to succeed?

We’re looking for an experienced and people-focused Customer Services Manager to lead, inspire, and support a team of Customer Services Advisors. This is an exciting opportunity for a passionate customer service professional who thrives on developing people, delivering exceptional service, and driving continuous improvement.

This is a pivotal leadership position where you’ll play a key role in supporting our customers, driving service excellence, developing talented teams, and contributing to the successful integration and ongoing evolution of our customer services function. If you’re passionate about people, performance, and putting customers at the heart of everything you do, this is your opportunity to be part of a transformative period in our journey.

Location:
Dereham

Hours:
Full Time - 37 hpw
- Monday to Friday worked on a 2 week rotation

Contract:
Permanent

Please note 2 week rotation is
- Week 1 08:00 - 16:30, Week 2 10:00 - 18:30

• Lead, motivate, and develop a team of Customer Services Advisors to deliver exceptional customer experiences.
• Manage day‑to‑day service operations and ensure performance targets are achieved.
• Coach and support colleagues to build confidence, capability, and service excellence.
• Work closely with Operations Managers and wider teams to deliver service improvements and support organisational change.
• Monitor service performance through KPIs, reporting, and analysis to identify opportunities for improvement.
• Use customer insights and operational data to drive continuous improvement initiatives.
• Promote best practice and create a positive, high‑performing team culture.

• Previous experience in a customer service, contact centre, or service management role.
• Proven people management and coaching experience.
• Strong communication and stakeholder management skills.
• Ability to manage performance and remain calm under pressure.
• Experience analysing data and using insights to improve service delivery.
• Good working knowledge of Microsoft Office applications.
• A proactive mindset with a passion for continuous improvement and customer satisfaction.

• GCSE (or equivalent) in Maths and English.
• NVQ Level 2 in Customer Service or equivalent relevant experience.

For full details about the role and its responsibilities,  to view the Customer Service Manager
- The Part I Play document.

• Opportunity to lead and develop a dedicated customer service team.
• A role where your ideas and leadership will directly influence service improvements.
• Ongoing professional development and career growth opportunities.
• Exposure to wider business functions and the opportunity to build strong cross‑functional relationships.

• Competitive salary - £38352.63 per annum
• 25 days holiday + Bank Holidays (increasing to 28 days after 5 years service)
• Family Friendly policies
• Health and Wellbeing support

For full benefit details, .