Senior Customer Services Manager

Source Recruitment; Jersey Marine; On-site; GBP 70,000 - 90,000; Full time

Job summary

Source Recruitment is seeking a Senior Customer Service Manager to lead customer operations in the UK. You will manage a team of customer service managers, driving service delivery, workforce planning, quality and resilience across operations.

You will champion the adoption of AI-enabled solutions and other technologies while continuously improving processes and building a capable, high-performing team. Experience in telecoms or regulated environments is advantageous.

Qualifications

• Significant leadership experience in a customer service or contact centre environment.
• Proven ability to develop managers, improve performance and lead change.

Responsibilities

• Lead and develop a team of customer service managers, overseeing service delivery, workforce planning, quality, complaints and operational resilience.
• Drive adoption of new technologies, including AI-enabled solutions, while improving processes and building a capable, well-rounded team.

Skills

Leadership

People management

Customer service

Process improvement

Change management

Job description

A Senior Customer Service Manager is required to lead customer operations, driving service performance, efficiency and continuous improvement.

You will lead and develop a team of customer service managers, overseeing service delivery, workforce planning, quality, complaints and operational resilience. You will also drive the adoption of new technologies, including AI-enabled solutions, while improving processes and building a capable, well-roundedteam. Applicants should have significant leadership experience within a customer service or contact centre environment, with a proven ability to develop managers, improve operational performance and lead change. Experience in telecoms, regulated environments or customer service technology would be advantageous.