Customer Service Manager

Cactus Search; England; Hybrid; GBP 50,000 - 75,000; Full time

Job summary

A leading company in customer experience is seeking a Customer Experience Manager to lead its large-scale contact centre. This role requires a dynamic leader with proven experience in contact center environments, focused on delivering exceptional service and inspiring a high-performing culture. Initially fully onsite, the role will transition to a hybrid model, allowing for flexibility in the workplace. Those passionate about driving continuous improvement and customer journey mapping are encouraged to apply.

Qualifications

• Proven senior leadership in large contact centre environments.
• Sharp CX instincts and journey management experience.
• A coaching mindset and a love for getting the best from teams.

Responsibilities

• Lead a customer contact team of 250–500 FTE.
• Champion CEX journey mapping and CX best practices.
• Own BAU performance while driving continuous improvement.

Skills

Leadership

Customer Experience Management

Coaching Mindset

Job description

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We’re on the lookout for a dynamicCustomer Experience Managerto lead our large-scale contact centre. If you're passionate about elevating service, empowering people, and shaping seamless customer journeys—this is your role.

This role will be fully onsite in the South West for the 1st 6 months & then will progress to a hybrid business model.

What you’ll do:

Lead a customer contact team of 250–500FTE to deliver outstanding customer experiences

Champion CEX journey mapping and CX best practices

Own BAU performance while driving continuous improvement

Inspire a high-performing, people-first culture

What you bring:

Proven senior leadership in large contact centre environments

Sharp CX instincts and journey management experience

A coaching mindset and a love for getting the best from teams

Why us?
Because you want to make real change, not just manage. You believe great service is a team sport—and you're ready to lead from the front.

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