Customer Service Manager

Places for People; Northwich; Remote; GBP 52,000 - 72,000; Full time

Benefits offered by this job

27 days holiday

Buy/sell extra days

Healthcare cashback

Remote GP access

Study sponsorship

Pension scheme

Life assurance

Our Place Rewards

Job summary

Residential Management Group (RMG) is seeking a Customer Service Manager to provide end-to-end leadership across our 24/7 Customer Service Centre, IT Service Desk and Complaints function at the Northwich office. You will unite managers and teams, translate strategic priorities into day-to-day delivery and drive improvements in performance, quality, customer satisfaction and first-time resolution.

Utilising customer insight, technology, automation and AI, you will reduce avoidable contact and

Qualifications

• Significant experience leading high-volume, multi-channel customer service operations.
• Proven ability to lead through managers and develop engaged, high-performing operational teams.
• Strong track record of achieving service, quality, customer satisfaction and productivity targets.

Responsibilities

• Lead 24/7 Customer Service Centre, IT Service Desk and Complaints function end-to-end.
• Drive performance against service levels, quality, customer satisfaction, complaint handling and first-time resolution metrics.
• Plan resources, rotas, out-of-hours coverage and capacity to meet changing demand.
• Lead, coach and develop managers and colleagues to create a high-performing, customer-focused culture.
• Provide senior oversight of complex complaints, IT incidents and significant customer-impacting events.
• Use operational data, customer feedback and service insights to improve journeys and reduce avoidable demand.
• Lead improvements across systems, data, digital channels, automation, AI and self-service with governance.

Skills

Operational leadership

People leadership

Stakeholder management

Analytical skills

Multi-channel support

Change management

Tools

Salesforce Service Cloud

Job description

Are you an experienced customer service leader who is passionate about improving service, developing high-performing teams and delivering better outcomes for customers?

Residential Management Group (RMG) is looking for a Customer Service Manager to provide end-to-end leadership across our 24/7 Customer Service Centre, IT Service Desk and Complaints function.

This is a senior and influential operational role where you'll ensure our customers receive a consistent, efficient and high-quality service from their first contact through to resolution. You'll bring teams and service areas together, translate strategic priorities into effective day-to-day delivery and lead improvements across performance, quality, customer satisfaction and first-time resolution.

You'll also play an important role in how we use customer insight, technology, automation, AI and self-service to reduce avoidable contact, improve efficiency and make it easier for customers to get the support they need.

Where will I be working?

This is a full-time, office-based role at our Northwich office, working flexibly between the hours of 8am and 6pm.

More about your role

As Customer Service Manager, you'll provide operational leadership across customer contact, IT support and complaint resolution, ensuring clear ownership and effective handovers throughout the customer journey.

You'll lead managers, team leaders and colleagues across several service areas, creating a positive, accountable and customer-focused culture. You'll set clear expectations, support colleague development and ensure teams have the skills, knowledge and resources required to deliver an excellent service.

Using performance data, customer feedback, complaint insight and service trends, you'll identify opportunities to strengthen customer journeys, improve service recovery and remove unnecessary customer effort.

You'll also work closely with colleagues across property management, customer experience, digital, IT and other operational teams. This will include coordinating responses to significant customer-impacting events, IT incidents, complex complaints and wider service issues.

What you'll be doing

• Leading customer service operations across the 24/7 Customer Service Centre, IT Service Desk and Complaints function, ensuring clear ownership from initial contact through to resolution.
• Driving performance against service levels, quality, customer satisfaction, complaint handling, productivity and first-time resolution measures.
• Planning resources, rotas, out-of-hours coverage and capacity to meet changing customer and operational demand.
• Leading, coaching and developing managers, team leaders and colleagues to create a high-performing and customer-focused culture.
• Providing senior oversight of complex complaints, IT incidents, service failures and significant customer-impacting events.
• Using operational data, customer feedback and service insight to improve customer journeys, strengthen service recovery and reduce avoidable demand.
• Leading improvements across systems, customer data, digital channels, automation, AI and self-service, while maintaining appropriate governance and compliance.

More about you

You'll be a confident and credible customer service leader with significant experience of managing high-volume, multi-channel operations.

You'll understand how to balance customer outcomes, colleague engagement, service quality and operational performance. You'll be comfortable leading through other managers and team leaders, using data to make decisions and bringing different service areas together around a shared purpose.

You'll also be an effective communicator who can build strong relationships, influence senior stakeholders and remain calm and organised when managing complex or high-profile customer issues.

Essential skills and experience

• Significant experience of leading high-volume, multi-channel customer service operations, ideally across contact centre, service desk or complaints services.
• Proven experience of leading through managers or team leaders and developing engaged, high-performing operational teams.
• A strong track record of achieving service, quality, customer satisfaction, complaint handling and productivity targets.
• Excellent leadership, coaching, communication and stakeholder-management skills, with the confidence to coordinate complex issues and influence across different business areas.
• Strong analytical skills, with experience using customer, workforce and operational data to make decisions and deliver sustainable improvements.
• Experience of leading operational change and introducing new systems, processes or ways of working, alongside a strong understanding of customer experience, service recovery and data governance.

• Experience of customer journey mapping, digital transformation, automation, AI-enabled tools or self-service initiatives.

It would be great if you also have

• Experience within property management, housing, facilities management or another regulated service environment.
• Experience using Salesforce Service Cloud or a similar CRM platform.
• Knowledge of contact-centre telephony, omnichannel operations and service management platforms.

What does RMG have to offer you?

You'll not only be joining a thriving market leader where you'll benefit from working alongside some of the best people in the industry, you'll also receive a superb package of company benefits, including:

• 27 days' holiday plus all Bank Holidays
• The option to buy or sell up to five days' annual leave each holiday year
• Healthcare cashback plan, allowing you to reclaim towards costs such as optical treatment, dental care, physiotherapy and GP charges
• 24/7 access to remote GP services
• Sponsorship for study and professional qualifications, including up to four study days
• Pension scheme with contributions matched up to 7%
• Life assurance of four times your annual salary
• Access to Our Place Rewards, offering shopping discounts, in-store vouchers, reloadable e-cards, cashback on online purchases and a range of exclusive offers