Senior Customer Service Leader — AI-Driven MVNO Operations

Itchy Feet; Jersey Marine; On-site; GBP 70,000 - 90,000; Full time

Job summary

Itchy Feet is seeking a Senior Customer Services Manager to drive performance across Consumer operations. You will lead a team of three Customer Service Team Leaders, ensure service standards, and foster a scalable operation with strong delegation and cross-training.

You will own MVNO service delivery and partner relationships while championing AI-enhanced agent and customer experiences. You will oversee provisioning and order-management related activities, maintain quality across customer

Qualifications

• Extensive leadership experience in customer service or contact-centre environments.
• Experience managing through Team Leaders and delegating responsibilites.
• Proven ability to manage service levels, productivity and quality.
• Experience in telecommunications or regulated sectors preferred.

Responsibilities

• Own day-to-day customer service outcomes across relevant channels and metrics.
• Lead a team of three Customer Service Team Leaders and coach them.
• Manage MVNO operational service delivery and partnerships.
• Coordinate with vendor platforms and drive AI-enabled improvements.
• Address complaints processes and drive continuous improvement.
• Ensure knowledge sharing and quality standards across teams.
• Support provisioning, fulfilment, and order-management operations.
• Monitor service levels, staffing, and productivity in a fast-paced env.
• Collaborate with senior stakeholders on operational recommendations.
• Foster delegation, cross-training, and resilience within the team.

Skills

Leadership

Stakeholder management

Process improvement

Cross-training

Analytical skills

Change management

Tools

Zendesk

IVR systems

Order-management

MVNO platforms

Job description

Itchy Feet is seeking a Senior Customer Services Manager to drive performance across Consumer operations. You will lead a team of three Customer Service Team Leaders, ensure service standards, and foster a scalable operation with strong delegation and cross-training.

You will own MVNO service delivery and partner relationships while championing AI-enhanced agent and customer experiences. You will oversee provisioning and order-management related activities, maintain quality across customer