Senior Customer Service Manager

Sure; United Kingdom, United Kingdom, United Kingdom; On-site; GBP 60,000 - 90,000; Full time

Job summary

Sure in the United Kingdom is seeking a Senior Customer Services Manager to lead the Customer Operations team. The role involves 37.5 hours per week and oversight of consumer operations across Guernsey, Jersey and Isle of Man, guiding the Centre through Team Leaders and ensuring service levels and productivity.

You will focus on people development, process improvements, and delivering high quality customer outcomes in a fast-paced environment.

Qualifications

• Proven track record leading customer operations teams.
• Experience managing service levels, workforce, and quality.
• Strong leadership of Team Leaders or managers with clear accountability.

Responsibilities

• Lead operational customer performance across Sure's Consumer operations in Guernsey, Jersey and Isle of Man.
• Oversee the Customer Service Centre through three Customer Service Team Leaders and ensure performance, productivity and quality.
• Drive continuous improvement and effective handling of complaints in a busy customer-operations environment.

Skills

Leadership in Custrmer Service

Team Leader management

Continuous improvement

Service levels management

Job description

Senior Customer Service Manager

Sure

Full time Ref: 20261910 Opened: 11/11/2026 Closes: 25/11/2026

Feel Connected to the future at Sure by joining the Customer Operations team as a Senior Customer Services Manager working 37.5 hours per week.

To drive the role forward, the individual will lead operational customer performance across Sure's Consumer operations in Guernsey, Jersey and Isle of Man. The role leads the Customer Service Centre through three Customer Service Team Leaders and is accountable for service levels, workforce and productivity, quality, complaints and continuous improvement.

Sure are looking for candidates who would like to feel connected to future technologies and change, global opportunities, personal development, and working in a great team. Passionate about their people and communities, the ideal individual would hold the following skills:

Strong leadership in customer service, contact centre or customer operations environments. Demonstrable experience leading through Team Leaders or managers, with effective delegation and clear accountability. Strong continuous improvement capability, with experience translating operational insight into process, workflow or technology-enabled improvements. Demonstrable experience managing service levels, workforce, productivity, quality, complaints and frontline performance in a busy customer-operations environment.

Senior Customer Services Manager