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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

Kenilworth (hybrid working, with at least two days per week in the office)

About Us

Lantra is a leading awarding body for land-based industries in the UK and the Republic of Ireland. We develop quality training courses and nationally recognised qualifications, delivered through a network of training Provider Partners.

Working with a range of partners, we promote opportunities within the sector to an increasingly diverse audience. Each year, over 116,000 learners access our courses across the UK, addressing skills challenges and supporting businesses with innovative solutions.

As we go through an exciting period of growth, we are now looking for a Customer Services Manager to join us on a full-time, permanent basis, working 37.5 hours per week.

The Benefits

• Salary of £38,000 per annum
• 25 days' annual leave
• Defined contributory pension scheme or pension auto-enrolment scheme
• Professional development and career growth opportunities
• Collaborative and friendly work environment
• Employee assistance scheme
• Hapi - employee benefits and wellbeing platform
• Medical cash plans
• Enhanced maternity and adoption pay
• Rewards for length of service
• Health and wellbeing events and initiatives
• Free voluntary day
• Employee rewards
• Free parking
• Free drinks

This is an exciting opportunity for an experienced and qualified customer service or customer experience professional with a great leadership style to join our growing organisation.

You'll have the chance to put your stamp on a key function within our organisation, raising your professional profile and further enhancing your leadership credentials to take your career to exciting new heights.

And, in return for your contribution, you'll discover a fantastic package of benefits that rewards your contribution, invests in your wellbeing and gives you even more to look forward to both in and outside of work.

The Role

As our Customer Services Manager, you will lead and develop our Customer Service function, ensuring customers receive a consistent, efficient and customer-focused experience.

Taking ownership of the end-to-end customer journey, you will use customer feedback, operational data and performance measures to identify pain points and drive meaningful improvements to systems, processes and service delivery.

You will also lead and develop the Customer Service team, managing performance, workloads and priorities to maintain excellent service standards.

Additionally, you will:

• 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

About You

To be considered as a Customer Services Manager, you will need:

• 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
• Strong analytical and problem-solving skills
• Excellent communication and stakeholder management skills
• Competency in Microsoft Office applications, including Excel and Word

The closing date for this role is 16th October 2026.

Other organisations may call this role Customer Service Manager, Customer Experience Manager, Customer Service Team Leader, Customer Service Supervisor, Call Centre Manager, Contact Centre Manager, Customer Experience Team Leader, or Customer Experience Lead.

Webrecruit and Lantra are equal opportunities employers, value diversity and are strongly committed to providing equal employment opportunities for all employees and all applicants for employment. Equal opportunities are the only acceptable way to conduct business and we believe that the more inclusive our environments are, the better our work will be.