Senior Customer Service Manager

Onecom; Fareham; Hybrid; GBP 80,000 - 100,000; Full time

Job summary

A leading communication technology provider is seeking a Head of Enterprise Managed Services to lead customer service operations and enhance customer experiences. The ideal candidate will possess strong operational leadership and the ability to coach teams. Responsibilities include managing relationships, improving customer satisfaction metrics, and collaborating across diverse teams. Offering a competitive salary and diverse perks, this role emphasizes a commitment to a customer-first mindset within a technology-driven industry.

Benefits

25 days holidays + bank holidays

Birthday off and volunteer day

EV Scheme for electric car leasing

9% combined pension contribution

Quarterly and annual employee rewards

Company events

In-House Training Academy

24/7 mental health support

Qualifications

• Experience in operations or customer experience within a technology-driven industry.
• Proven ability to inspire and motivate front-line teams.
• Excellent communication and interpersonal skills.

Responsibilities

• Lead and manage the Customer Services function supporting Business and Enterprise customers.
• Drive performance and outcomes across UK and India operations.
• Collaborate with internal teams and external partners to deliver seamless experiences.

Skills

Operational leadership

People management

Problem-solving

Communication

Budget management

Resilience

Experience in technology-driven industry

Coaching and mentoring

Job description

Join our Team asHead of Enterprise Managed Services

Location: Regular visits to Whiteley and Shoeburyness office alongside home working

Salary: Competitive

Hours:Mon-Fri : 08:30-17:30

About the role:

As a Senior Customer Services Manager, you’ll lead the operational delivery of our Customer Services team, ensuring we provide market-leading experiences across our full product portfolio, Mobile, Connectivity, and Cloud. Our ambition is simple: deliver effortless customer experiences by resolving queries first-time, end-to-end, while exceeding expectations along the way. You’ll champion a customer-first mindset, challenge the status quo, introduce new tools and processes, and empower our front-line teams in both the UK and India. This is a high-impact leadership role reporting to our Head of Customer Care.

What makes you a great fit:

• Experienced operational leader with a proven ability to inspire and motivate front-line teams
• Strong people management skills—able to coach, mentor, and hold teams accountable
• Strategic thinker with excellent problem-solving and decision-making skills
• Skilled at simplifying complex issues and driving continuous improvement
• Excellent communication and interpersonal skills, with strong stakeholder management
• Commercially aware, with experience in budget management and performance metrics
• Resilient and adaptable, able to lead through change and maintain calm under pressure
• Experience in operations or customer experience within a technology-driven industry
• Track record of delivering improvements that enhance customer satisfaction and efficiency
• Comfortable working with geographically diverse teams and technology partners

Key responsibilities:

• Lead and manage the Customer Services function supporting Business and Enterprise customers
• Drive performance and outcomes across UK and India operations
• Define and implement a clear contact strategy blending technology and human interaction
• Identify and deliver initiatives to improve customer experience (CSAT/NPS, first call resolution)
• Ensure team efficiency, correct resourcing, and meaningful performance metrics
• Establish effective organisational structures and decision-making processes
• Coach, mentor, and develop direct reports to create an engaged and dynamic team
• Sponsor and manage high-priority customer relationships when required
• Monitor compliance, accuracy, and quality across all customer service activities
• Collaborate with internal teams and external partners to deliver seamless experiences

Perks for our People:

• Holidays: 25 days + bank holidays and buy/sell options
• Other Leave: Birthday day off, 12 paid hours for flexible use, Volunteer day
• EV Scheme: Lease a brand-new electric car
• Lifestyle: 9% combined pension contribution and 4x salary life assurance
• Rewards: Quarterly and annual employee awards, discounts on tech
• Socials: All-expenses-paid company events
• Development: In-House Training Academy
• Wellbeing: 24/7 access to mental health support, Calm App, discounted gym membership, cycle to work scheme, free breakfast & fresh fruit, eye-care vouchers, financial wellbeing support

Who we are:

Onecom is an award-winning provider of Communication Technology, trusted by UK organisations to deliver Simply Brilliant Customer Experiences.

ED&I:

We are committed to equity, diversity, and inclusion, and we encourage candidates to complete our equality monitoring form as part of the application process. Responses are anonymous and help inform our future initiatives.