Service Delivery Manager — Customer Experience (Waste)

Whale Tankers; Park Central; On-site; GBP 35,000 - 48,000; Full time

Benefits offered by this job

Perkbox Rewards

Annual Pay Review

Above Statutory Holiday

Recognition Schemes

Training & Development

Discounted Health Plan

Birthday Leave

Enhanced Parental Scheme

Death in Service Scheme

Job summary

Whale Tankers is seeking a Customer Service Manager to lead our Service Delivery Team in Corby. You will oversee the end-to-end customer journey, coaching a team of advisors and coordinators to deliver a consistent, professional experience across all interactions.

The role focuses on driving improvements, implementing standards and SLAs, and using data to inform decisions. A proactive leader who can foster a high-performing, customer-focused culture will excel.

Qualifications

• Experience leading a customer service team and driving CX improvements.
• Proven track record in delivering against KPIs, SLAs and process improvements.
• Strong analytical skills with ability to translate data into actions.

Responsibilities

• Lead a frontline Service Delivery Team across inquiries, collection requests and issue resolution.
• Establish processes, service standards and SLAs to drive consistency and accountability.
• Manage escalated customer issues, complaints and service failures to resolution.
• Build relationships with Contract Managers, suppliers and subcontractors to meet commitments.
• Use HubSpot to drive reporting, performance insights and operational excellence.
• Analyze service data to identify trends and implement long-term improvements.

Skills

People management

Coaching

Leadership

Data analysis

KPI setting

Stakeholder management

Tools

HubSpot

Job description

Whale Tankers is seeking a Customer Service Manager to lead our Service Delivery Team in Corby. You will oversee the end-to-end customer journey, coaching a team of advisors and coordinators to deliver a consistent, professional experience across all interactions.

The role focuses on driving improvements, implementing standards and SLAs, and using data to inform decisions. A proactive leader who can foster a high-performing, customer-focused culture will excel.