Customer Service Manager

The Orders of St John Care Trust; Lincoln; Hybrid; GBP 35,000 - 40,000; Full time

Job summary

A prominent care organization in Lincoln is seeking a Customer Services Manager to oversee a team dedicated to enhancing customer experiences. The successful candidate will lead the enquiry journey, ensuring effective management processes and data integrity while driving conversions. This role requires excellent customer service management skills and familiarity with CRM tools. The position offers a salary range of £35,000 to £40,000, with hybrid work options and a range of benefits, including a pension scheme.

Benefits

Contributory company pension scheme

Life assurance

25 days’ holiday + Bank Holidays

Free parking

Discounts via 'My Rewards' scheme

Qualifications

• Experience managing a tele-customer service or sales function.
• Familiar with customer service and call centre processes.
• Holds a full driving license for travel purposes.

Responsibilities

• Lead and develop the customer services team.
• Own the enquiry journey from contact to conversion.
• Monitor and report on enquiry performance.

Skills

Customer service management

Sales influencing skills

CRM dashboards expertise

Job description

Customer Services Manager

Location: Eyre Court, Lincolnshire office based.

Salary: £35,000 to £40,000 (depending on experience) per annum

Hours of work: 37.5 hours per week

Location: Eyre Court – Hybrid - 2-3 days per week in office

The Role

OSJCT is seeking a Customer Services Manager who combines strong commercial acumen with a genuine commitment to delivering outstanding customer experiences. This is an exciting opportunity to manage enquiries across the Trust, leading a team that plays a vital role in helping people find the right care and support.

As Customer Services Manager, you will lead and develop our customer services team while acting as the CRM subject matter expert for the Trust. Your focus will be on driving enquiry conversion, improving service quality, and using data‑led insight to support strong commercial decisions.

• You will own the enquiry journey end to end from first contact through to conversion ensuring every interaction reflects our values, builds trust, and delivers results.
• Establish the optimum enquiry management process and customer enquiry journey to be followed by all colleagues.
• Ensure accuracy, completeness and consistency of CRM data.
• Manage the customer services team performance and achievements.
• Monitor and provide reports on daily, weekly and monthly enquiry performance and sales pipeline conversion including reporting to the Executive.
• Demonstrate success in developing and executing outbound sales campaigns.
• Monitor customer service team call volumes and service levels.
• Support the team to secure the booking of viewing and telephone appointments with our homes across the Trust, and ensure these appointments are followed up efficiently.
• Lead the team to fulfil enquiries as required by following up with further information or sending out marketing and promotional materials.
• Identify and support initiatives for service improvement.
• Develop and deliver regular enquiry dashboards and reports, that support strong commercial business decisions for the Trust.
• Work with marketing and operational colleagues to recommend and put actions in place for each home to increase enquiries and conversions.
• Support and train the team and wider user group to ensure all enquiries are recorded into our CRM and to ensure efficient enquiry follow ups.

About You

You will have experience in managing a tele‑customer service /sales function, have had good knowledge and best practise customer service and/or call‑centre processes. You will have strong influencing skills to drive sales and are familiar with CRM dashboards and reporting tools. Travel may be required and therefore you must hold a full driving licence.

And in return:

• Contributory company pension scheme
• Life assurance
• 25 days’ holiday + Bank Holidays
• Free parking
• ‘My Rewards’ scheme and Blue Light Card giving you discount on shopping, holidays, cinema, dining, days out and much more.