Customer Services Manager — CX Leadership & Compliance

Healthxchange; Reading; Hybrid; GBP 38,000 - 48,000; Full time

Benefits offered by this job

Company pension

Annual performance bonus

25 days holiday + bank holidays

Staff discount

Staff social events

Health Assured EAP

Birthday off

Job summary

Healthxchange is seeking a Customer Services Manager to lead a growing team of Customer Services Executives in Reading with hybrid home/office flexibility (WFH 2 days a week).

You will coach the team, drive performance, ensure compliance, and maintain high customer satisfaction while partnering with sales and QA to improve processes and service levels.

Reporting to the Customer Experience Director, you will conduct regular 1:1s, monitor call quality, and provide dashboards on performance.

Qualifications

• Line management experience as a team leader or manager within a customer services/contact centre environment.
• Experience working in a regulated environment (Pharma preferred) is advantageous.
• Coaching skills and ability to develop others.
• Strong organisational skills and meticulous attention to detail.
• Capability to work under pressure in a fast-paced environment.
• CRM experience (Salesforce preferred).

Responsibilities

• Lead by example to drive team performance and culture.
• Provide coaching, training, and regular one-to-one meetings with staff.
• Ensure compliance and regulatory requirements are met with QA support.
• Manage shift patterns, timekeeping, and onboarding of new starters.
• Handle complaints escalations and resolve customer queries.
• Collaborate with internal stakeholders to improve procedures and policies.
• Record customer interactions accurately in Salesforce.
• Produce regular performance reports and insights.

Skills

Line management

Coaching

CRM experience

Salesforce

Microsoft Office

Tools

Salesforce

Microsoft Office

Job description

Healthxchange is seeking a Customer Services Manager to lead a growing team of Customer Services Executives in Reading with hybrid home/office flexibility (WFH 2 days a week).

You will coach the team, drive performance, ensure compliance, and maintain high customer satisfaction while partnering with sales and QA to improve processes and service levels.

Reporting to the Customer Experience Director, you will conduct regular 1:1s, monitor call quality, and provide dashboards on performance.