Customer Contact Manager

Maritime and Coastguard Agency; Southampton; On-site; GBP 32,000 - 39,000; Full time

Benefits offered by this job

Civil Service pension 28.97%

Flexible working

Staff discount portal

Professional qualifications funded

Employee Assistance Program

Job summary

Maritime and Coastguard Agency in the United Kingdom is seeking a Customer Contact Manager to shape and lead customer service delivery within the agency. You will drive a customer-focused strategy, lead high-performing teams, and collaborate with senior leaders to improve performance and the overall customer experience.

You will manage 5 Customer Managers, monitor service standards, and drive continuous improvement across Seafarer Operations, with a strong emphasis on stakeholder engagement and

Qualifications

• Experience managing a contact centre and monitoring KPIs.
• Knowledge of process improvement, e.g., Lean Six Sigma.
• Strong stakeholder engagement with internal/external partners.

Responsibilities

• Direct line management of 5 Customer Managers and performance oversight.
• Report to Head of Customer Operations on risks, opportunities and performance.
• Maintain relationships with colleagues and stakeholders relevant to the team’s work.
• Measure Seafarer Operations Customer Service and drive continuous improvement.

Skills

Contact Centre management

KPI monitoring

Stakeholder engagement

Lean Six Sigma

Job description

Salary: £35,663 - A Civil Service Pension with an employer contribution of 28.97%

Contract Type: Permanent – Flexible working, Full-time, Job share, Part-time

About the role

This is an exciting opportunity to shape and lead customer service delivery within the Maritime and Coastguard Agency. As Customer Contact Manager, you will drive a customer-focused strategy, lead high-performing teams, and influence service excellence across a vital operational area. Working closely with senior leaders and business partners, you will play a key role in improving performance, enhancing the customer experience, and delivering efficient, high-quality services that support the UK's maritime sector.

Key Responsibilities include, but are not limited to:

• Direct line management of 5 Customer Mangers (EO grade) and responsibility for supporting the day to day team performance to achieve the agreed service standards and KPIs.
• Report directly to the Head of Customer Operations highlighting risks, opportunities and department performance.
• Maintain effective working relationships with colleagues and stakeholders relevant to the team’s work.
• Measure Seafarer Operations Customer Service through monitoring Customer Satisfaction returns, deliver continuous improvement strategies and set action plans for improving the customer experience ensuring your teams are delivering a first-class service.
• Employer pension contribution of 28.97% of your salary.
• 25 days annual leave, increasing by 1 day each year of service (up to a maximum of 30 days annual leave).
• 8 Bank Holidays plus an additional Privilege Day to mark the King’s birthday.
• Access to the staff discount portal.
• Excellent career development opportunities and the potential to undertake professional qualifications relevant to your role paid for by the department, such as CIPD, Prince2, apprenticeships, etc.
• 24-hour Employee Assistance Programme providing free confidential help and advice for staff.
• Flexible working options where we encourage a great work-life balance.

Joining a diverse and inclusive workforce with a range of staff communities to support all our colleagues.

About you

To be successful in this role you will need to have the following experience:

• Knowledge and experience of managing a Contact Centre, and team managers and monitoring performance against service standards and KPIs.
• Knowledge of principles for implementing business process improvements, for example Lean Six Sigma.
• Proven track record of successfully managing or delivering a change programme in a customer-facing business.
• A proven track record in stakeholder engagement, including interpersonal skills which promote effective interaction with internal and external stakeholders.

Apply before 11:55 pm on Tuesday 15th September 2026