Customer Service Centre Manager

Customer Service Centre Manager Glasgow | 55.5k - 66.7k per annum (dependent on skills and qualifications)
Full-time | Office Based Joint-contribution pension from 6% (12% total) – Enhanced maternity & family leave – Life assurance – Holiday Plus – Virtual GP & Employee Assistance Programme plus retail and leisure discounts & many more. REQ
5807

Customer Service Centre Manager We're looking for an experienced and inspiring contact centre leader to head up our Careline and Customer Service Centre teams.

You'll provide strategic leadership across our customer service operations, driving performance, developing high-performing leaders and ensuring every customer receives the high-quality, compassionate service they deserve.

We're also looking for someone who is passionate about innovation and continuous improvement. You'll help shape the future of our customer experience by embracing digital technologies, using insight to drive better outcomes and exploring opportunities to enhance the way we support our customers and colleagues.

Why join SGN?

There's never been a better time to join us. We're building a new Customer Service Centre at our Glasgow hub, giving you the opportunity to help shape the future of our customer service operation from the outset. You'll play a key role in establishing and embedding the culture, standards and ways of working from day one.

We care deeply about our customers and colleagues, and we're looking for a leader who shares that commitment. If you enjoy creating positive, high-performing teams where people feel valued and supported, you'll thrive here.

As we build our new Customer Service Centre, you'll have the opportunity to influence not only our culture and people, but also the technology, digital channels and ways of working that will shape our future customer experience.

You'll have the autonomy to improve services, develop people and make a real difference to the communities we serve.

At SGN, we deliver safety, warmth and comfort to homes and businesses. Every role plays an important part in that mission, and this role is no exception, here is how you will contribute…Lead and inspire our Customer Service and Careline teams to deliver outstanding performance, ensuring we consistently achieve our operational objectives while meeting quality, compliance, assurance and reporting standards.

Champion outstanding customer service, helping SGN achieve its ambition to be a top-performing GDN for customer satisfaction and complaint handling, while delivering inclusive, accessible services for all customers, particularly those in vulnerable situations who need our support the most.

Create an engaging, inclusive and supportive working environment where colleagues can thrive, leading on engagement, wellbeing and people performance in line with our values.

Build strong relationships with internal and external stakeholders, influencing service improvements and ensuring every customer receives an accessible, inclusive service.

Lead, coach and develop a team of managers, empowering them to build confident, high-performing teams and create a culture where people take pride in delivering exceptional service and continuously improving.

Champion innovation and continuous improvement, identifying opportunities to use digital technology, Salesforce, omnichannel services and AI to improve customer outcomes and operational performance.

Use insight, data and operational experience to identify opportunities to improve performance, enhance the customer journey and deliver excellent outcomes for both customers and colleagues.

What you'll bring

Proven experience leading customer service operations within a contact centre environment, with responsibility for multiple teams and the leadership of managers.

A strong track record of improving performance, increasing engagement and delivering consistently excellent customer outcomes through continuous improvement.

Experience developing and coaching leaders, building capability and creating high-performing, accountable teams.

Experience working on service improvement initiatives within a contact centre environment desirable, including the use of CRM platforms such…