Customer Service Manager

Hollyfield Personnel Ltd; Sheffield; On-site; GBP 31,000; Full time

Job summary

A leading recruitment agency in the United Kingdom seeks a Customer Service Manager to oversee the performance of Customer Experience Coordinators while managing regional claims within agreed timelines. The ideal candidate should have a background in Insurance, excellent communication skills, and a driving license. This role offers a salary of £30,723 per annum with additional bonus opportunities. Join a growing business that promotes internal career advancement.

Benefits

28 days holiday including bank holidays

Workplace Pension Scheme

Life Insurance

Eye Tests

Medical Cashplan

Yearly Flu Vaccination

Qualifications

• Ideal background in Insurance or reactive maintenance/service industries.
• Previous experience in a similar role.
• Must be a driver; suitable for a local professional.

Responsibilities

• Lead and develop Customer Experience Coordinators.
• Oversee regional claims management within SLAs.
• Act as primary liaison among stakeholders.
• Manage financial performance and reporting.
• Ensure compliance with Health & Safety regulations.

Skills

Strong communication skills

Organisational skills

Ability to work under pressure

Experience in Insurance or service industries

Job description

Location

Sheffield, S4 | Driver required – preference for candidates living locally

Hours

Monday to Friday, 8:30am – 5:00pm (40 hours per week) | 1/2 hr lunch

Training

Tamworth, Sutton Coldfield – 2 weeks | all expenses paid

Perks

• 28 days holiday (including bank holidays)
• Workplace Pension Scheme
• Life Insurance
• Eye Tests
• Medical Cashplan
• Yearly Flu Vaccination

Duties & Responsibilities

• Lead, coach, and develop Customer Experience Coordinators, including performance reviews and training plans.
• Oversee the end-to-end management of regional claims, ensuring delivery within agreed SLAs.
• Plan and manage regional resources, including scheduling of technicians and trade operatives.
• Act as the primary liaison between customers, insurers, contractors, and internal teams.
• Proactively manage work in progress (WIP) to ensure quality standards and safe working practices.
• Manage financial performance, including margin control, scope validation, variations, and invoicing.
• Ensure accurate data input, reporting, and system updates across internal and customer platforms.
• Deliver outstanding customer service, managing complaints and escalations in line with FCA guidelines.
• Ensure full compliance with Health & Safety, Environmental, and Quality procedures.
• Support the ongoing development of core services and carry out any reasonable management request.

Skills & Experience

• Ideal background in Insurance – candidates from reactive maintenance or service industries also welcome.
• Previous experience in a similar role.
• Must be a driver – perfect for a local professional looking for their next role.
• Strong communication skills, both verbal and written.
• Outcome-driven with good organisational skills.
• Ability to work under pressure and on own initiative.

Job Ref

EN1035

Job Title

Customer Service Manager

Annual Salary

£30,723 per annum + bonus opportunity of up to £1,000 per quarter

Overview

Join a growing business where your career can move forward – this role is available due to internal promotion. Ideal background in Insurance – candidates from reactive maintenance or service industries also welcome.