Hybrid Customer Services Manager | Growth & Experience Lead

Healthxchange; Reading; Hybrid; GBP 40,000 - 52,000; Full time

Benefits offered by this job

Company pension

annual performance bonus

25 days holiday plus bank holidays (in

staff discount

staff social events

access to Health Assured EAP

Birthday off Perk.

Job summary

Healthxchange in Reading (hybrid: 2 days WFH) is seeking a Customer Services Manager to lead a team of Executives. You will coach, drive performance, and ensure compliance while enhancing customer satisfaction and retention across UK markets. You’ll partner with Quality and Sales teams to improve processes and service levels.

This role reports to the Customer Experience Director. The position requires line management experience in a regulated environment, coaching skills, and proficiency in

Qualifications

• Line management experience as a team leader or manager within a customer services environment.
• Experience working in a regulated environment (Pharma preferred).
• Coaching skills to develop team performance.
• Strong organisational skills to manage resources and processes.
• Ability to work under pressure in a fast-paced setting.
• Proficiency in Microsoft Office and CRM systems (Salesforce preferred).

Responsibilities

• Lead, coach and support a team of Customer Services Executives to deliver excellent service.
• Drive team performance, coaching, and training to improve customer satisfaction and retention.
• Ensure compliance and regulatory requirements are met with Quality team support.
• Conduct regular one-to-one meetings and review performance.
• Review call quality and generate performance reports (daily/weekly/monthly).
• Collaborate with stakeholders to improve procedures and policies for efficiency.
• Assist with handling calls and emails during busy periods to maintain service levels.
• Support recruitment, induction, and probation reviews for new starters.
• Manage department shift patterns and holiday rota to cover volumes.
• Oversee timekeeping and absence in line with policy.
• Handle complaint escalations and coach staff to resolve issues.
• Own customer queries and coordinate with internal teams for full resolution.
• Contribute to SOPs and WI writing; liaise with third-party suppliers as needed.
• Record customer interactions in Salesforce CRM accurately.
• Participate in ad-hoc projects and tasks as required.

Skills

Line management experience

Coaching skills

Strong organisational skills

Ability to work under pressure

Microsoft Office

Tools

Salesforce

Job description

Healthxchange in Reading (hybrid: 2 days WFH) is seeking a Customer Services Manager to lead a team of Executives. You will coach, drive performance, and ensure compliance while enhancing customer satisfaction and retention across UK markets. You’ll partner with Quality and Sales teams to improve processes and service levels.

This role reports to the Customer Experience Director. The position requires line management experience in a regulated environment, coaching skills, and proficiency in