Customer Service Manager

Senior and executive search across customer operations, CX and contact centres.

A fast-growing, privately owned business in Leeds is looking to hire a Customer Service Manager to run its customer care team day to day.

The role is fully focused on the day-to-day operation of the Customer Care Centre. You’ll be measured on performance reporting, people leadership and culture, and the efficiencies you bring. Your job is to support and empower team leaders, raise standards and deliver excellent service.

• Lead the customer care operation through a team of team leaders.
• Own performance and people matters within the team: absence, capability, conduct and development, dealt with and closed at your level.
• Set the standard for how customer contacts are handled and hold the team to it.
• Work with the operations leadership as the customer journey is mapped and rebuilt, and bring the team with you onto the new ways of working.

• You have managed in a contact centre, with team leaders reporting to you.
• You deal with performance and people issues yourself and see them through.
• You are comfortable in a growing business where processes are still being shaped.
• Experience in essential services, distribution (D2C) within a regulated sector is useful.

As the organisation grows, they want a leader who will enjoy raising standards, aligning teams and adding to an already brilliant culture. You’ll also work with Heads of and Directors on group-wide transformation projects and system investments, with plenty of opportunities to develop and contribute.

• Hybrid working: 3 days a week in the office