Senior Customer Service Leader — AI-Driven, Multi-Site Ops

Searchandselect; Douglas; On-site; GBP 90,000 - 120,000; Full time

Job summary

Searchandselect client seeks a Senior Customer Service Manager to lead a multi-site consumer customer service function, reporting to the Chief Customer Officer. The role oversees Customer Service Team Leaders, service outcomes, workforce planning, quality, coaching, and formal complaints with a focus on scalable, resilient operations and AI-enabled improvements.

The role involves ownership of partner service delivery, governance on complaints, and readiness for changes, launches, and rapid

Qualifications

• Proven track record in leading customer service operations.
• Experience managing leaders or team supervisors to deliver results.
• Ability to delegate, set clear accountabilities and build capability.
• Experience governing service levels, workforce planning, productivity and quality.

Responsibilities

• Own day-to-day CSC service performance across all channels, including service levels and response times.
• Deploy resources across sites and contact types to meet demand and maintain routines.
• Lead, coach and develop Customer Service Team Leaders to take accountability.
• Build resilient teams with cross-training and knowledge sharing.
• Identify and reduce single points of failure through succession planning.
• Own formal customer complaints end-to-end with governance and timeliness.
• Use themes and insights to drive operational improvements.
• Oversee service delivery for supported partners and manage escalations.
• Drive channel strategy, self-service and AI-enabled capabilities where beneficial.
• Lead adoption of IVR/voice platforms, ticketing systems and workflow improvements.
• Ensure readiness for product launches, network changes and system releases.
• Collaborate with BI & Data to improve data capture and dashboards.

Skills

People leadership

Customer service leadership

Operational efficiency

Cross-site management

Job description

Searchandselect client seeks a Senior Customer Service Manager to lead a multi-site consumer customer service function, reporting to the Chief Customer Officer. The role oversees Customer Service Team Leaders, service outcomes, workforce planning, quality, coaching, and formal complaints with a focus on scalable, resilient operations and AI-enabled improvements.

The role involves ownership of partner service delivery, governance on complaints, and readiness for changes, launches, and rapid