Senior Customer Services Manager

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

Our client seeks a Senior Customer Servic es Manager to joint their team.

Role:

This is a senior, multi-faceted leadership role responsible for the full operational performance of a consumer customer service function operating across multiple sites. Reporting to the Chief Customer Officer, the Senior Customer Service Manager leads through a team of Customer Service Team Leaders, owning service outcomes, workforce planning, productivity, quality, coaching, formal complaints and continuous improvement. The role also carries independent operational accountability for supported MVNO service delivery, alongside responsibility for key service-platform vendor relationships, the adoption of AI-enabled technologies and - subject to candidate experience - oversight of the Provisioning function. This is a role for a leader who builds capability, delegates with confidence and creates a scalable, resilient operation where accountability is embedded at every level.

Key Responsibilities:

• Own day-to-day CSC service performance across all channels, including service levels, answer rates, abandonment, response times, backlog and quality measures.
• Deploy resources appropriately across sites, teams and contact types to meet customer demand and maintain clear performance routines.
• Lead, coach and develop Customer Service Team Leaders, building their capability and confidence to take clear day-to-day accountability for their teams.
• Build cross-trained, resilient team capability to manage customer contact, complaints, escalations and other critical activities across a broad group of skilled colleagues.
• Identify and actively reduce single points of failure through cross-training, documented knowledge, deputy coverage and succession planning.
• Own formal customer complaints end-to-end, ensuring consistent, fair and timely handling within required governance and authority levels.
• Use complaint themes and quality insight to identify and drive operational improvement opportunities.
• Own operational service delivery for supported partners, including resource allocation, performance management, escalations and readiness for partner changes.
• Drive the operational customer contact strategy, including channel use, triage, self-service and AI-enabled capability where it demonstrably improves service or productivity.
• Lead operational adoption of IVR/voice platforms, ticketing systems and relevant workflow improvements.
• Ensure the CSC and, where applicable, the Provisioning team are operationally ready for product launches, network changes, system releases and other customer-impacting change
• Work with BI & Data to improve data capture quality and trusted operational dashboards, reducing manual reporting.
• Where applicable, own Provisioning performance, ensuring orders are progressed accurately and within agreed timescales with clear management of exceptions.

Key Skills & Experience:

• Strong leadership experience in customer service, contact-centre or customer operations environments.
• Demonstrable experience leading through managers or team leaders, including coaching and developing first-line leaders to take effective accountability.
• Proven ability to delegate effectively, set clear accountabilities and build management capability.
• Demonstrable experience managing service levels, workforce planning, productivity, quality and frontline performance.
• Experience building cross-trained, resilient teams with effective succession planning and knowledge transfer.
• Strong understanding of formal complaints handling and experience developing team capability to manage complaints and escalations.
• Strong analytical and problem-solving capability, with experience translating operational insight into process improvement, workflow redesign, self-service or technology-enabled change.
• Strong customer focus and excellent stakeholder management skills, with the ability to balance service quality, resilience, efficiency and scalability across operational, commercial and technical teams.

Highly Desirable:

• Telecoms or regulated-sector experience.
• Experience managing Provisioning, fulfilment or order-management teams.
• Experience with Zendesk, contact-centre technology, IVR/voice platforms or similar systems.
• Experience implementing AI-enabled agent assist, QA or self-service tools.
• Experience managing customer service delivery on behalf of third-party brands, partners or MVNOs.
• Experience operating through major service-demand events or transformation programmes.

What's On Offer:

• A senior, high-impact leadership role with genuine strategic scope.
• The opportunity to shape a customer service culture and build a scalable, future-ready Operation.
• A supportive, community-focused working environment within a business committed to digital innovation and service excellence.
• A role at the forefront of AI-enabled customer service transformation in the telecoms sector.