Customer Care Manager

PDMS; Douglas; On-site; GBP 55,000 - 75,000; Full time

Job summary

PDMS is seeking an experienced Customer Care Manager to lead and develop our Customer Care function, uniting support leadership, customer success and service delivery. You will work closely with the CEO and Senior Leadership Team to shape how we care for our customers.

You will be a natural leader who builds a high-performing team, strengthens client relationships and drives service excellence. You will help define the future of Customer Care at PDMS and develop new ways of working to support

Qualifications

• Leadership experience within Customer Care, Support, Service Delivery or a similar function.
• Strong understanding of customer support, SLAs, contracts and renewals.
• 3+ years’ experience with helpdesk or ITSM platforms and escalation management.
• 2+ years of people management.
• Excellent communication and stakeholder management skills.
• Strong coaching, mentoring and people development capability.
• Commercial awareness and the ability to balance customer and business needs.
• Strong organisational skills and the ability to prioritise effectively.
• Experience in a software, SaaS or Managed Services environment.

Responsibilities

• Lead, coach and develop the Customer Care team.
• Own and evolve PDMS' Customer Care strategy and approach.
• Ensure excellent service delivery, SLA compliance and customer satisfaction.
• Act as a senior escalation point for customers and support team.
• Drive continuous improvement across Customer Care processes and standards.
• Build strong customer relationships and lead service reviews.
• Support contract renewals, retention activities and commercial decision making.
• Collaborate with Professional Services, R&D and Sales & Marketing functions to ensure a joined-up customer experience.
• Establish meaningful KPIs and provide management insight on team and customer performance.

Skills

Leadership

Coaching & Mentoring

Customer Care

SLAs & Contracts

People Management

ITSM Platforms

Stakeholder Management

Process Improvement

Tools

ServiceNow

Job description

Help us deliver exceptional customer experiences and shape the future of Customer Care

Do you bring energy, enthusiasm and a customer-first mindset to everything you do?

We're looking for an experienced Customer Care Manager to lead and develop our Customer Care function, bringing together support leadership, customer success and service delivery.

This is a fantastic opportunity to shape how we care for our customers and support our people. Working closely with the CEO and Senior Leadership Team, you'll lead a passionate team, strengthen client relationships, drive service excellence and help define the future of Customer Care at PDMS.

You'll be a natural leader who loves bringing people together, solving problems, improving processes and creating exceptional customer experiences. Whether you're coaching your team, developing new ways of working or supporting customers through critical moments, you'll bring positivity, resilience and a can-do attitude every day.

We're looking for someone who is enthusiastic, proactive and genuinely excited about making a difference.

Where you fit in

In this role you will:

• Lead, coach and develop the Customer Care team.

• Own and evolve PDMS' Customer Care strategy and approach.

• Ensure excellent service delivery, SLA compliance and customer satisfaction.

• Act as a senior escalation point for customers and support team.

• Drive continuous improvement across Customer Care processes and standards.

• Build strong customer relationships and lead service reviews.

• Support contract renewals, retention activities and commercial decision making.

• Collaborate with Professional Services, R&D and Sales & Marketing functions to ensure a joined-up customer experience.

• Establish meaningful KPIs and provide management insight on team and customer performance.

What we'd like you to bring

• Leadership experience within Customer Care, Support, Service Delivery or a similar function.

• Strong understanding of customer support, SLAs, contracts and renewals.

• 3+ years’ experience with helpdesk or ITSM platforms and escalation management.

• 2+ years of people management.

• Excellent communication and stakeholder management skills.

• Strong coaching, mentoring and people development capability.

• Commercial awareness and the ability to balance customer and business needs.

• Strong organisational skills and the ability to prioritise effectively.

• Experience in a software, SaaS or Managed Services environment.

It would be great if you also have:

• ITIL certification.

• Experience of AI-enabled service operations.

• Leadership qualifications or training.