Senior Customer Services Manager

Leapfrog Limited; United Kingdom, United Kingdom, United Kingdom; On-site; GBP 55,000 - 85,000; Full time

Job summary

Leapfrog Limited in the United Kingdom is seeking a senior leader to oversee customer operations, driving performance across Guernsey, Jersey and the Isle of Man. You will coach three Customer Service Team Leaders, manage workforce planning, and partner with Corporate functions to streamline processes and improve customer outcomes.

The role involves overseeing MVNO partner delivery, deploying Zendesk and AI-enabled tools, maintaining high service standards and ensuring regulatory compliance.

Qualifications

• Significant leadership experience in customer service operations or contact centres.
• Proven ability to manage and develop team leaders or managers.
• Strong track record in service levels, workforce planning, productivity, quality assurance and complaints handling.

Responsibilities

• Lead customer service operations across Guernsey, Jersey and the Isle of Man.
• Oversee contact centre performance, including service levels, response times, call handling, backlogs and quality standards.
• Lead, coach and develop three Customer Service Team Leaders, ensuring clear accountability and effective delegation.
• Manage workforce planning, resource allocation, productivity and operational performance.
• Develop cross-trained teams, succession plans and effective deputy arrangements to strengthen operational resilience.
• Monitor service performance and identify opportunities to improve efficiency and customer outcomes.
• Oversee the formal customer complaints process, ensuring issues are handled fairly and within required timescales.
• Manage escalated customer matters and work with relevant teams to resolve complex issues.
• Maintain high standards of customer service quality, coaching and knowledge management.
• Oversee operational service delivery for supported MVNO partners.
• Manage relationships with relevant service providers and technology vendors.
• Support the adoption of customer service technologies, including Zendesk, IVR, automation and AI-enabled tools.
• Identify opportunities to improve customer contact processes, self-service options and workflow efficiency.
• Work closely with Customer Experience, Technology and other departments to address recurring service issues.
• Ensure operational teams are prepared for new product launches, system changes and service developments.
• Oversee provisioning and order management activities where applicable.
• Prepare operational performance reports and recommendations for senior management.
• Ensure compliance with relevant regulatory, data protection and internal policy requirements.

Skills

Leadership

Performance management

Stakeholder engagement

Process improvement

Coach team leaders

Tools

Zendesk

IVR

AI tools

Job description

From overseeing workforce planning and service quality to improving complaints handling and developing resilient teams, this role offers broad responsibility across customer operations. You'll work closely with senior stakeholders to identify performance improvements, streamline processes and ensure customers receive a consistent service across multiple markets.

Duties for this role include, but are not limited to:

• Lead customer service operations across Guernsey, Jersey and the Isle of Man.
• Oversee contact centre performance, including service levels, response times, call handling, backlogs and quality standards.
• Lead, coach and develop three Customer Service Team Leaders, ensuring clear accountability and effective delegation.
• Manage workforce planning, resource allocation, productivity and operational performance.
• Develop cross-trained teams, succession plans and effective deputy arrangements to strengthen operational resilience.
• Monitor service performance and identify opportunities to improve efficiency and customer outcomes.
• Oversee the formal customer complaints process, ensuring issues are handled fairly and within required timescales.
• Manage escalated customer matters and work with relevant teams to resolve complex issues.
• Maintain high standards of customer service quality, coaching and knowledge management.
• Oversee operational service delivery for supported Mobile Virtual Network Operator (MVNO) partners.
• Manage relationships with relevant service providers and technology vendors.
• Support the adoption of customer service technologies, including Zendesk, IVR, automation and AI-enabled tools.
• Identify opportunities to improve customer contact processes, self-service options and workflow efficiency.
• Work closely with Customer Experience, Technology and other departments to address recurring service issues.
• Ensure operational teams are prepared for new product launches, system changes and service developments.
• Oversee provisioning and order management activities where applicable.
• Prepare operational performance reports and recommendations for senior management.
• Ensure compliance with relevant regulatory, data protection and internal policy requirements.

Skills / Qualifications

The ideal candidate will have significant leadership experience within customer service, contact centre or customer operations, including a proven ability to manage and develop Team Leaders or managers. You'll have strong experience overseeing service levels, workforce planning, productivity, quality assurance and formal complaints handling, alongside the ability to build resilient, cross-trained teams and effective succession arrangements. Excellent analytical, communication and stakeholder management skills are essential, with a track record of delivering process improvements, operational efficiencies and technology-enabled change. Previous experience within telecommunications or another regulated industry, together with knowledge of Zendesk, IVR, customer service platforms, AI-enabled tools or MVNO operations, would be particularly advantageous. You'll be commercially aware, proactive and confident balancing customer experience with operational performance.

For a full job description or further information on this role please call 711188 , or email [e-mail].