Customer Service Manager

Oakley Recruitment is working in partnership with an expanding organisation based in Sheffield. This is an excellent opportunity to join the team as a Customer Service Manager on a full-time permanent basis

Our client fosters a supportive and collaborative culture where genuine team spirit shines through in everything they do. The team consistently shares best practices, celebrates each other’s successes, and works together to achieve common goals, creating a true "one team" environment.

They are passionate about delivering a positive and memorable experience for their customers, always striving to go the extra mile to ensure the best possible outcome. The office itself reflects their open and inclusive ethos, with an open‑plan layout that encourages communication, connection, and a strong sense of community.

You will be an inspiring and supportive Customer Service Manager responsible for leading an established team during an exciting period of positive change. You will be a motivational leader who can empower, encourage, and guide the team to deliver exceptional results. You will be a confident, people‑focused leader with a strong customer‑first mindset, highly organised, and outcomes‑driven. You will thrive in a fast‑paced environment, managing multiple priorities with ease while championing a culture of collaboration, engagement, and continuous improvement.

• Monday to Friday 8.30 – 5pm with 30 mins lunch
• 28 days holiday
• Quarterly bonus
• Annual Pay Review
• Company pension plan
• Life Insurance
• Medical Cash Plan
• Employee Assistance Programme
• Induction and E‑learning
• Eye Test

• Leading, coaching, and mentoring Customer Experience Coordinators across the region
• Planning and supporting training and development to build high‑performing teams
• Motivating and inspiring team members to deliver excellent customer outcomes
• Managing HR‑related matters including performance reviews and team support
• Overseeing regional resource planning to meet service level agreements (SLAs)
• Providing operational support during peak periods, holidays, and absences
• Ensuring effective management of all customers within agreed SLAs
• Analysing financial data to ensure accurate costs, margins, and invoicing
• Appointing and communicating with key suppliers as required
• Ensuring accurate data entry across internal systems and customer portals
• Producing reports and input data received from field teams
• Invoice completed works in line with agreed schedules
• Resolving and escalating complaints in line with regulatory and contract requirements
• Maintaining full understanding of assigned contracts and service obligations
• Driving continuous improvement and development of core services

• Previous team manager or team leader experience essential
• Strong people leadership skills
• Insurance or service industry background experience is advantageous
• Strong communication, organisation, and problem‑solving skills

Please Note:
We do not contact or write to unsuccessful candidates. If we have not contacted you within 48 hours of your application, you should presume that your application was unsuccessful. By applying for this vacancy, you are permitting for Oakley Recruitment to contact you and retain your details. In compliance with the regulations (April 2004) in place under the Employment Agencies Act, Oakley Recruitment will require proof of identification.

A copy of your passport, birth certificate and NI number will be required, as part of your interview process.