Customer Service Manager (Bristol)

Lagofire; Bristol; Hybrid; GBP 30,000 - 50,000; Part time

Job summary

An established industry player is seeking a dynamic Customer Service Manager to lead a large team in Bristol. This role focuses on delivering exceptional customer experiences while managing a contact centre and fostering a positive work culture. You will drive team engagement and oversee service levels and KPIs, ensuring a customer-centric approach. With a strong emphasis on leadership and collaboration, this position offers a unique opportunity to influence transformation within the organization. Join a forward-thinking team committed to providing outstanding service and support to customers across the UK.

Benefits

Annual Discretionary Bonus

15% Non-Contributory Pension

Life Assurance

Employee Discount Scheme

Discounted Electric/Hybrid Car Scheme

Cycle to Work Scheme

28 Days Annual Leave

Funded Private Medical Insurance

Critical Illness Insurance

Free Access to Healthcare Apps

Qualifications

• Exceptional people leadership skills required for team transformation.
• Deep understanding of customer service principles essential.

Responsibilities

• Deliver exceptional customer experiences across all inbound channels.
• Manage a large team and foster a positive culture for employee growth.

Skills

People Leadership Skills

Customer Service Expertise

Analytical Skills

Commercial Awareness

Transformation Support

Team Collaboration

Change Management

Tools

AI

Chatbots

Omni-channel

Job description

Join to apply for the Customer Service Manager (Bristol) role at LAGOFIRE SRL

5 days ago Be among the first 25 applicants

Get AI-powered advice on this job and more exclusive features.

Description
Reporting to the Contact Centre Manager, you will be responsible for delivering an exceptional experience for our customers across all inbound channels.

Leading a large team, your role will cover all aspects of managing a contact centre, ensuring you foster a positive culture to support employee growth. You will need to deliver against Contact Centre service levels and departmental KPI's, as well as supporting the strategic direction of the business.

Having the ability to create an environment for your teams to be engaged and motivated is core to being successful in this role.

Qualifications

• Need exceptional people leadership skills as you will be responsible for creating a team that will lead Contact Services through a transformation journey
• Have a passion for people, with a desire to ensure that your centre works at its best
• Lead, inspire and co-ordinate your team at all levels to create motivated and engaged colleagues
• Have a commercial mindset, always focusing on how you can provide an efficient service that still has the customer at the heart of the solution
• Be comfortable working independently as well as collaboratively with the wider Customer Contact Services Management team
• Have a history of working in collaboration with training and coaching areas
• Be an energetic, enthusiastic and passionate leader who motivates their team managers to deliver excellent results
• Have a supportive, inclusive and empathetic leadership style
• Lead by example and demonstrate confidence, resilience and professionalism
• Be proud to develop, support and empower others to achieve their ambitions
• Be an excellent team player who works collaboratively and creatively to enhance and improve service delivery
• Embrace change and deliver change in a way that is engaging
• Be forward-thinking with the ability to create ideas, improvements and support the strategic agenda
• Have the ability to establish and maintain strong relationships between both contact centres (Bristol or Edinburgh)

Minimum criteria

• People Development: Experience in dealing with complex people cases, including disciplinaries in line with company policy.
• Customer service expertise: Deep understanding of customer service principles and practices to ensure high-quality interactions.
• A proven track record: Historical examples of delivering excellent and consistent levels of customer service.
• Digitalisation: Experience of digitalisation and automation within the contact centre environment including AI, Chatbots, Omni-channel.
• Strong commercial awareness: Strong commercial awareness and business judgement, with the ability to work well under pressure.
• Analytical skills: Capability to analyse data and metrics to identify trends and make informed decisions.
• Support transformation: A background in supporting transformation within customer service.
• Budgets & KPI's: Previous experience of working to budgets and KPI's.

Benefits
Motability Operations is a unique organisation, virtually one of a kind. We combine a strong sense of purpose with a real commercial edge to ensure we provide the best possible worry-free mobility solutions to over 800,000 customers and their families across the UK. We pride ourselves on delivering outstanding customer service, achieving an independently verified customer satisfaction rating of 9.8 out of 10.

Our Values Are At The Heart Of Everything We Do:

• We find solutions
• We drive change
• We care

We operate hybrid working across the organisation where we split our time between working on-site at our offices, and at home, remotely within the UK. This allows for a good work/life balance for our colleagues.

As a Motability Operations Team Member, You Can Expect:

• An annual discretionary bonus
• 15% non-contributory pension (9% during probation period)
• Life assurance at 4 times your basic salary
• Employee Discount Scheme
• Discounted Electric/Hybrid Car Salary Sacrifice Scheme
• Access to the Cycle to Work Scheme

As well as financial benefits, we also offer:

• 28 days annual leave with option to purchase and sell days
• Funded Private Medical Insurance cover
• Critical illness insurance
• Free access to healthcare apps
• 1 day per year to volunteer
• Access to our fully accessible company allotment

We also offer several voluntary benefits that you can select outside the core package, including:

• Dental Insurance
• Health and cancer screenings
• Discounted gym memberships

At Motability Operations, we believe in building a diverse workforce, and we encourage people from all backgrounds to apply. We pride ourselves on being an inclusive employer and provide first-rate disability access in all our offices.

Please note, Motability Operations reserves the right to bring forward the closing date of any of its job vacancies if we receive a suitable number of quality applications from which to make a shortlist.

Seniority level

• Mid-Senior level

Employment type

• Part-time

Job function

• Customer Service
• Administrative and Support Services