Customer Service Manager

Are you an experienced customer service leader who is passionate about improving service, developing high-performing teams and delivering better outcomes for customers? Residential Management Group (RMG) is looking for a Customer Service Manager to provide end-to-end leadership across our 24/7 Customer Service Centre, IT Service Desk and Complaints function. This is a senior and influential operational role where you'll ensure our customers receive a consistent, efficient and high-quality service from their first contact through to resolution.

You'll bring teams and service areas together, translate strategic priorities into effective day-to-day delivery and lead improvements across performance, quality, customer satisfaction and first-time resolution. You'll also play an important role in how we use customer insight, technology, automation, AI and self-service to reduce avoidable contact, improve efficiency and make it easier for customers to get the support they need.

This is a full-time, office-based role at our Northwich office, working flexibly between the hours of 8am and 6pm.

As Customer Service Manager, you'll provide operational leadership across customer contact, IT support and complaint resolution, ensuring clear ownership and effective handovers throughout the customer journey. You'll lead managers, team leaders and colleagues across several service areas, creating a positive, accountable and customer-focused culture. You'll set clear expectations, support colleague development and ensure teams have the skills, knowledge and resources required to deliver an excellent service.

Using performance data, customer feedback, complaint insight and service trends, you'll identify opportunities to strengthen customer journeys, improve service recovery and remove unnecessary customer effort. You'll also work closely with colleagues across property management, customer experience, digital, IT and other operational teams. This will include coordinating responses to significant customer-impacting events, IT incidents, complex complaints and wider service issues.

• Leading customer service operations across the 24/7 Customer Service Centre, IT Service Desk and Complaints function, ensuring clear ownership from initial contact through to resolution.
• Driving performance against service levels, quality, customer satisfaction, complaint handling, productivity and first-time resolution measures.
• Planning resources, rotas, out-of-hours coverage and capacity to meet changing customer and operational demand.
• Leading, coaching and developing managers, team leaders and colleagues to create a high-performing and customer-focused culture.
• Providing senior oversight of complex complaints, IT incidents, service failures and significant customer-impacting events.
• Using operational data, customer feedback and service insight to improve customer journeys, strengthen service recovery and reduce avoidable demand.
• Leading improvements across systems, customer data, digital channels, automation, AI and self-service, while maintaining appropriate governance and compliance.

As part of our commitment to diversity and inclusion, we offer a guaranteed interview to candidates who are disabled, neurodiverse, or have served in the Armed Forces, provided they meet the essential criteria for the role. If you would like to be considered under this scheme, please indicate this in your application. We are dedicated to creating a supportive and accessible recruitment process for all.

We are committed to creating an inclusive and accessible recruitment process. If you require any reasonable adjustments to support your application or interview experience, please let us know. We're happy to work with you to ensure you have the opportunity to perform at your best.

If you are a Places for People customer and you're looking for support with your application, please contact our skills and employment team on .

We understand the importance of a supportive and inclusive work culture so please talk to us at interview about flexibility you may need. We can't promise to give you exactly what you want, but we promise not to judge you for asking. For this role we are open to discussing the possibility of reduced hours, flexible start and finish times or compressed hours.

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