Customer Service Manager

Cummins Mellor; Blackburn; On-site; GBP 32,000 - 39,000; Full time

Job summary

Cummins Mellor in Blackburn is seeking an experienced Customer Service Manager to lead a team of Customer Claims Handlers and deliver a high-quality, efficient service. You will balance commercial performance with exceptional customer care and drive team development.

This hands-on role combines coaching, performance management and process improvement, with oversight of workflow, quality and regulatory compliance.

Qualifications

• Proven leadership and team management experience.
• Experience in customer service management and KPI tracking.
• Experience with quality, compliance and regulatory standards.

Responsibilities

• Lead and develop your team – manage, motivate and coach a team of Customer Claims Handlers, setting expectations and supporting individuals.
• Drive customer service performance – monitor KPIs, service levels and quality standards; take action to improve results.
• Oversee daily operations – manage workflow and caseload allocation; ensure timely progress of queries and claims.
• Champion the customer experience – ensure professional, empathetic service throughout the customer journey.
• Monitor quality and compliance – review calls, communications and case files to meet standards.
• Manage escalations and complaints – take ownership of complex queries and ensure timely resolutions.
• Support vulnerable customers – recognise and support customers in vulnerable circumstances per FCA Consumer Duty.
• Manage performance and development – conduct reviews and provide feedback and training needs.
• Handle people management matters – address performance, conduct and attendance issues with HR as needed.
• Identify opportunities for improvement – use feedback and data to improve processes and service delivery.

Skills

Leadership

People management

Coaching

Performance management

Customer service

Compliance

Job description

Blackburn | £35,000+ DOE | Full-time, office-based

Are you an experienced customer service manager who thrives on leading people, improving performance and delivering an exceptional customer experience?

We’re working with a legal business to recruit a Customer Service Manager to join their team in Blackburn. This is an excellent opportunity for a confident, people-focused manager to take ownership of a team of Customer Claims Handlers, ensuring the delivery of a high-quality, efficient and customer-focused service.

The Role

This is a hands‑on management position where you’ll combine operational oversight with coaching, performance management and continuous improvement. You’ll oversee workflow, monitor customer interactions and support your team in resolving complex queries, whilst ensuring all activity meets the required standards of quality, compliance and customer care.

We’re looking for someone who can balance commercial performance with a genuine commitment to customer satisfaction, lead with integrity and understand the importance of treating every customer fairly, particularly those in vulnerable circumstances.

Key Responsibilities

• Lead and develop your team – Manage, motivate and coach a team of Customer Claims Handlers, setting clear expectations and supporting individuals to achieve their full potential.
• Drive customer service performance – Monitor individual and team KPIs, service levels and quality standards, taking action to address underperformance and improve results.
• Oversee daily operations – Manage workflow and caseload allocation, ensuring customer queries and claims are progressed efficiently and deadlines are met.
• Champion the customer experience – Ensure customers receive a professional, consistent and empathetic service throughout their journey.
• Monitor quality and compliance – Review calls, written communications and case files to ensure high standards are maintained and relevant regulatory requirements are met.
• Manage escalations and complaints – Take ownership of complex customer queries and escalated issues, ensuring appropriate and timely resolutions.
• Support vulnerable customers – Ensure customers in vulnerable circumstances are recognised and receive appropriate support in line with FCA Consumer Duty expectations.
• Manage performance and development – Conduct regular one‑to‑ones, appraisals and performance reviews, providing constructive feedback and identifying training needs.
• Handle people management matters – Address performance, conduct and attendance issues fairly and consistently, working with HR where appropriate.
• Identify opportunities for improvement – Use customer feedback, complaints data and performance reporting to identify trends and improve processes, efficiency and service delivery.

What We’re Looking For

We’re looking for a proactive and approachable manager who understands what great customer service looks like and has the leadership skills to bring out the best in their team.

You’ll ideally have:

• A minimum of 2 years’ management or team leadership experience.
• At least 3 years’ customer service experience.
• Proven experience managing a customer service team within a contact centre, claims or similarly fast‑paced environment.
• A track record of achieving KPIs, service levels and customer service targets.
• Strong coaching and people management skills, with the confidence to manage performance and have challenging conversations when needed.
• Experience handling customer complaints, escalations and complex queries professionally and empathetically.
• Excellent communication and interpersonal skills, with the ability to build positive relationships at all levels.
• A high level of integrity, accountability and commitment to delivering positive customer outcomes.

Experience within a legal, financial services or claims environment would be advantageous. An understanding of SRA regulatory requirements and FCA Consumer Duty would also be beneficial, as would familiarity with ProClaim, although this is not essential.

The Details

• Salary: £35,000+ depending on experience.
• Hours: Full-time, 37.5 hours per week.
• Location: Blackburn.
• Working arrangement: Office-based.
• Experience required: Minimum 2 years’ management experience and 3 years’ customer service experience.