Customer Services Manager - Hybrid Leadership & Impact

Web Recruit Ltd; Stoneleigh; Hybrid; GBP 34,000 - 42,000; Full time

Benefits offered by this job

Salary £38,000 per annum

25 days' annual leave

Pension scheme

Professional development and career成长

Job summary

Lantra is recruiting a Customer Services Manager to join our team on a full-time, permanent basis in Kenilworth, with hybrid working (at least two days per week in the office). The role leads the Customer Service function, delivering a consistent, efficient, customer-focused experience across the end-to-end journey.

You will analyse feedback and performance data, drive improvements to systems and processes, and guide a team to maintain high service standards.

Qualifications

• Experience leading a customer service or customer experience function.
• Experience managing and developing teams.
• Experience delivering service improvements through customer insight.
• Experience working across multiple departments to drive change.
• Experience managing operational performance and reporting.

Responsibilities

• Manage customer complaints and feedback
• Monitor NPS, SLAs and first-contact resolution
• Oversee customer-facing systems, including Quartz, Moodle, Portal and XAMS
• Simplify customer journeys and increase self-service opportunities
• Maintain customer service records, knowledge content and standard responses
• Provide customer experience and performance reporting to leadership teams

Job description

Lantra is recruiting a Customer Services Manager to join our team on a full-time, permanent basis in Kenilworth, with hybrid working (at least two days per week in the office). The role leads the Customer Service function, delivering a consistent, efficient, customer-focused experience across the end-to-end journey.

You will analyse feedback and performance data, drive improvements to systems and processes, and guide a team to maintain high service standards.