Customer Service Manager

Overall Purpose of the Job:

The Customer Service Manager is responsible for improving customer service quality, responsiveness, service consistency, and operational accountability across the shared services function supporting 104 schools.

The role is accountable for driving tactical service excellence initiatives across Billing, Collections, Cashbook, Procurement and Accounts Payable functions, while personally managing high-risk and sensitive customer escalations involving parents, vendors, principals and bursars.

The incumbent will establish and maintain service standards, monitor SLA performance, analyse customer interaction trends, identify operational improvement opportunities and provide governance reporting to support service improvement and performance management interventions.

Operating within a “high-net worth” customer contact centre framework, the incumbent will drive service excellence through recommending and implementing customer service policies, procedures and systems, interfacing with customers, complaint resolution, and providing training for staff.

This role plays a critical part in enhancing parent satisfaction, student retention, and overall brand advocacy.

• Review and standardise customer service policies, processes, and service standards across all supported education brands
• Implement and consistently embed customer service policies, procedures, and standards
• Ensure alignment with the Group’s customer experience strategy and service excellence objectives
• Embed a consistent and empathetic approach to servicing parents, students, and prospective customers.
• Ensure compliance with education sector requirements, policies, and regulatory considerations

• Define, monitor and report on service level performance metrics
• Develop and maintain operational service dashboards and management reports
• Monitor:
  • Response times
  • Resolution times
  • Ticket ageing
  • Backlogs
  • Escalation volumes
  • Repeat complaints
  • Customer satisfaction trends
  • Service quality metrics
• Produce actionable reporting to support operational accountability and performance improvement interventions
• Provide reporting inputs to support formal performance management and PIP processes by line management
• Own end-to-end customer complaint and compliment management process

• Oversee the effective handling of all inbound and outbound customer interactions across channels (phone, email, sms, chat, digital platforms)
• Ensure timely, accurate, and empathetic resolution of customer queries and complaints
• Manage complex or escalated cases, particularly those involving academic concerns, student wellbeing, or reputational risk
• Maintain accurate documentation of customer interactions, ensuring compliance and audit readiness
• Ensure teams maintain a strong understanding of academic offerings, school policies, enrolment processes, and support services
• Lead onboarding and continuous development of customer service staff
• Identify training needs across Shared Services and supported brands, particularly in customer experience, communication, and systems usage

• Conduct quality reviews of customer interactions and service desk tickets
• Identify service delivery gaps and behavioural improvement opportunities
• Facilitate service review meetings with operational managers
• Maintain governance over service standards and SLA adherence
• Ensure consistency of customer engagement approaches across teams
• Drive accountability through transparent operational reporting and escalation governance

• Analyse operational workflows and customer journeys across Shared…