Customer Services Manager — Lead CX Team (Hybrid)

Healthxchange; Reading; Hybrid; GBP 40,000 - 45,000; 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 in Reading with hybrid working arrangements (2 days WFH). You will lead a team of Customer Services Executives, coach performance, ensure regulatory compliance, and drive customer satisfaction and retention while partnering with the sales and quality teams.

The role reports to the Customer Experience Director, involves shift planning, KPI reporting, and processes improvement to support the business needs in a regulated environment.

Qualifications

• Line management experience in a customer services/contact centre
• Experience working in a regulated environment (Pharma preferred)
• Coaching skills
• Passion for delivering an exceptional customer experience
• Strong organisational skills
• Ability to work under pressure in a fast-paced environment
• Proficiency in Microsoft Office
• CRM experience (Salesforce preferred)

Responsibilities

• Ensure a commercial focus within the team, seeking opportunities to grow customer spend, including identifying opportunities and sharing these with our sales teams.
• Act as a customer champion, delivering an excellent customer experience and supporting customer satisfaction and retention.
• Ensure compliance requirements are met and collaborate with the Quality team on regulatory needs.
• Lead by example and positively influence team culture.
• Conduct regular one-to-one meetings to review performance.
• Review call quality and assessments to meet quality requirements.
• Provide regular reporting on team performance with insights.
• Collaborate with stakeholders to improve procedures and policies.
• Assist with answering calls and emails during busy periods to maintain service levels.
• Support recruitment and induction of new starters and probation reviews.
• Manage department shift and holiday rota to ensure staffing capacity.
• Manage timekeeping and absence per policies.
• Handle complaint escalations and coach on resolutions.
• Own customer queries and coordinate with internal teams for full resolution.
• Support SOP/WI writing and departmental documentation.
• Liaise with partners (e.g., delivery companies) to resolve issues.
• Use Salesforce CRM to record notes on customer accounts.
• Contribute to ad-hoc projects and tasks as required.

Skills

Line management

Coaching

CRM experience (Salesforce)

Regulated environment experience

Organisational skills

Pressure handling

Microsoft Office

Tools

Salesforce

Job description

Healthxchange is seeking a Customer Services Manager in Reading with hybrid working arrangements (2 days WFH). You will lead a team of Customer Services Executives, coach performance, ensure regulatory compliance, and drive customer satisfaction and retention while partnering with the sales and quality teams.

The role reports to the Customer Experience Director, involves shift planning, KPI reporting, and processes improvement to support the business needs in a regulated environment.