Senior Customer Service & IT Operations Leader

Places for People; Northwich; Remote; GBP 52,000 - 72,000; Full time

Benefits offered by this job

27 days holiday

Buy/sell extra days

Healthcare cashback

Remote GP access

Study sponsorship

Pension scheme

Life assurance

Our Place Rewards

Job summary

Residential Management Group (RMG) is seeking a Customer Service Manager to provide end-to-end leadership across our 24/7 Customer Service Centre, IT Service Desk and Complaints function at the Northwich office. You will unite managers and teams, translate strategic priorities into day-to-day delivery and drive improvements in performance, quality, customer satisfaction and first-time resolution.

Utilising customer insight, technology, automation and AI, you will reduce avoidable contact and

Qualifications

• Significant experience leading high-volume, multi-channel customer service operations.
• Proven ability to lead through managers and develop engaged, high-performing operational teams.
• Strong track record of achieving service, quality, customer satisfaction and productivity targets.

Responsibilities

• Lead 24/7 Customer Service Centre, IT Service Desk and Complaints function end-to-end.
• Drive performance against service levels, quality, customer satisfaction, complaint handling and first-time resolution metrics.
• Plan resources, rotas, out-of-hours coverage and capacity to meet changing demand.
• Lead, coach and develop managers and colleagues to create a high-performing, customer-focused culture.
• Provide senior oversight of complex complaints, IT incidents and significant customer-impacting events.
• Use operational data, customer feedback and service insights to improve journeys and reduce avoidable demand.
• Lead improvements across systems, data, digital channels, automation, AI and self-service with governance.

Skills

Operational leadership

People leadership

Stakeholder management

Analytical skills

Multi-channel support

Change management

Tools

Salesforce Service Cloud

Job description

Residential Management Group (RMG) is seeking a Customer Service Manager to provide end-to-end leadership across our 24/7 Customer Service Centre, IT Service Desk and Complaints function at the Northwich office. You will unite managers and teams, translate strategic priorities into day-to-day delivery and drive improvements in performance, quality, customer satisfaction and first-time resolution.

Utilising customer insight, technology, automation and AI, you will reduce avoidable contact and