Senior Customer Services Manager

Itchyfeet; United Kingdom; On-site; GBP 70,000 - 90,000; Full time

Job summary

Itchyfeet is seeking a Senior Customer Services Manager to drive operational performance in Consumer operations. Lead three Team Leaders, optimize service levels, and manage MVNO partnerships with a focus on scalability and resilience.

You will champion coaching, delegation, cross-training, and the adoption of AI technologies to enhance agent and customer experiences, while maintaining high quality customer service standards.

Qualifications

• Extensive leadership experience in customer service or contact-center environments.
• Proven ability to lead through Team Leaders and delegate effectively.
• Strong track record in service level, productivity and quality management.

Responsibilities

• Own day-to-day customer service outcomes across channels.
• Manage MVNO service delivery and partnerships.
• Develop leadership capabilities of Team Leaders and promote accountability.
• Drive cross-training and succession planning.
• Oversee provisioning/fulfilment/order-management operations.
• Handle formal complaints processes and drive improvements.
• Maintain high interaction quality and share knowledge across teams.
• Improve customer-contact strategies and workflows to reduce avoidable contacts.

Skills

Leadership

Stakeholder management

Process improvement

Analytics

Cross-training

Tools

Zendesk

IVR systems

Job description

Our client is seeking a Senior Customer Services Manager responsible for driving operational customer service performance across their Consumer operations. The role entails leading a team of three Customer Service Team Leaders, ensuring effective service outcomes, workforce management, productivity, quality control, coaching, and formal customer complaint resolution. A key focus will be on developing and empowering the Team Leaders to take ownership of their teams, fostering a scalable operation characterized by strong delegation, cross-training, and operational resilience. In addition, this role includes independent accountability for maintaining service delivery standards for supported mobile virtual network operator (MVNO) partnerships. The Senior Customer Services Manager will manage operational relationships with key service platform vendors and champion the effective adoption of AI technologies designed to enhance both agent and customer experiences.

Job Duties:

• Own day-to-day customer service outcomes across relevant channels, focusing on service levels, answer rates, and quality measures.
• Ensure service risks are quickly identified and addressed through effective resource deployment across teams.
• Provide insightful operational recommendations to senior stakeholders.
• Manage MVNO operational service delivery, ensuring optimal resource allocation and operational readiness for partnered services.
• Develop and support the leadership capabilities of the Customer Service Team Leaders, promoting accountability and service excellence.
• Encourage cross-training among team members to ensure a robust and skilled workforce.
• Own performance within the Provisioning Team, ensuring timely order processing and effective resolution of issues.
• Oversee formal complaints handling processes, ensuring consistent and fair resolutions while identifying opportunities for operational improvement.
• Maintain quality standards for customer interactions and support knowledge sharing across teams.
• Drive improvements in customer-contact strategies and operational workflows to enhance efficiency and reduce avoidable contacts.

Job Requirements:

• Extensive leadership experience in customer service or contact-center environments.
• Proven experience managing through Team Leaders, fostering accountability and effective delegation.
• Strong capability in managing service levels, productivity, and quality within a fast-paced customer service environment.
• Demonstrable experience in building cross-trained teams and managing succession planning.
• Solid understanding of complaints handling and ability to develop team capabilities in this area.
• Strong analytical skills with a track record in process improvement and technology-enabled change.
• Excellent stakeholder management and customer focus, balancing service quality and efficiency.
• Experience in the telecommunications or regulated sectors.
• Exposure to provisioning, fulfilment, or order-management operations.
• Familiarity with customer service platforms such as Zendesk and experience with IVR systems.
• Background in managing customer service delivery for third-party brands or MVNOs.
• Experience in operational readiness for service-demand events or transformation initiatives.

What You'll Love:

You will join an innovative team that values personal development, community engagement, and a collaborative work culture. The client promotes a supportive environment for leveraging new technologies and improving customer service standards.