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Service Delivery Manager - Full Time
Compass Group
West Midlands Combined Authority
Hybrid
GBP 45,000 - 60,000
Full time
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Job summary
A leading provider in food and support services, Compass Group UK & Ireland is seeking a Service Delivery Manager to enhance their Data & Analytics division. The role focuses on operational excellence and requires experience in managing IT service delivery, stakeholder engagement, and continuous improvement initiatives within data ecosystems.
Benefits
Qualifications
- 3-5 years' experience in service delivery or operations management.
- Experience with third-party support providers and ITSM tools.
- Strong communication skills to translate technical information.
Responsibilities
- Manage service delivery and performance across data platforms.
- Oversee incident management through TOPdesk.
- Define and monitor service KPIs and SLAs.
Skills
Education
Tools
Job description
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- Service Manager jobs in the United Kingdom
B45 9PZ Birmingham, West Midlands Compass Group
Posted 2 days ago
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Salary: Competitive Salary with bonus, pension plan and private healthcareShift hours: Full TimeService Delivery Manager – Data & Analytics
Location: UK (Flexible with some travel as required)
Company: Compass Group UK & Ireland
Join Compass Group UK & Ireland , the nation’s leading provider of food and support services. Serving millions across education, healthcare, defence, sports & leisure, and business & industry sectors, we’re committed to innovation and continually enhancing our digital and data capabilities to deliver exceptional customer experiences.
We’re seeking an experienced and service-driven Service Delivery Manager (SDM) to oversee the performance and continuous improvement of our Data & Analytics services . You’ll be instrumental in ensuring reliable, high-quality service delivery across our modern data ecosystem, including platforms like Informatica , Amazon Redshift , Microsoft Fabric , Power BI , and PowerApps .
This role is perfect for someone passionate about operational excellence, skilled in stakeholder management, and experienced in managing outsourced partners and ITSM processes (e.g., TOPdesk).
Key ResponsibilitiesOwn and manage end-to-end service delivery and operational performance across data and analytics platforms.
Lead the relationship with our outsourced support provider, ensuring consistent service levels and timely resolution of issues.
Oversee the incident and request lifecycle via TOPdesk —triaging, prioritising, communicating, and tracking through resolution.
Act as the primary escalation point for critical issues; coordinate root cause analysis and preventative actions.
Define, monitor, and report on service KPIs and SLAs (e.g. availability, ticket resolution, user satisfaction).
Deliver regular performance reviews with key stakeholders and lead initiatives to address feedback and improve user experience.
Drive a culture of continuous service improvement—identifying recurring issues, automation opportunities, or process gaps.
Collaborate with product/platform owners across ETL , data warehousing , analytics , and low-code tools to ensure service alignment.
Maintain service documentation, knowledge bases, and playbooks for internal and external teams.
Promote a user-focused, service-oriented culture within the wider data team.
Support vendor management and audit readiness in collaboration with the Head of Data Platforms.
3–5 years’ experience in service delivery, operations , or IT support management , ideally within data or analytics environments.
Proven experience managing third-party support providers and holding them accountable to SLAs and KPIs.
Familiarity with modern data platforms:
Informatica (ETL)
Amazon Redshift (data warehousing)
Microsoft Fabric (analytics)
Power BI (reporting)
PowerApps (low-code tools)
TOPdesk or similar ITSM tools
Track record of defining, measuring, and improving service KPIs/SLAs .
Process-oriented with strong continuous improvement capabilities.
Excellent communicator with the ability to translate between technical and non-technical stakeholders.
Highly organised, detail-focused, and comfortable managing cross-functional workloads.
ITIL Foundation certification or equivalent.
Understanding of data governance , data quality , or metadata management .
Experience with support automation (e.g., using Power Automate).
Background in hybrid or cloud-native data environments in a business intelligence context.
At Compass UK&I, you\'ll be part of a forward-thinking digital and data team driving innovation across a complex, enterprise-scale business. We offer:
A collaborative, people-first culture
Career growth via MyLearning and Career Pathways
Access to Digital GP and healthcare support for you and your family
Discounts on leading brands and lifestyle perks
Opportunities to work on high-impact transformation initiatives
Be a key player in delivering smarter data services that power the future of Compass. Apply today!
Reference: compass/TP/1545152/189983Location: BirminghamThis advertiser has chosen not to accept applicants from your region.
0
Posted 1 day ago
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Customer Service Manager (12-Month Maternity Cover - August 2025-August 2026)
Are you ready to be part of an extraordinary journey with a high-growth venture that’s transforming a £100 billion consumer category? We’re Purdy & Figg, a rapidly growing, eco-friendly business on a mission to revolutionise the way people clean – and we’re looking for passionate individuals to join our team!
Back in 2018, NHS nurse Purdy Rubin and horticulturalist Charlotte Figg set out to create cleaning products that are not only effective but also safe for the environment. Spurred on by Purdy’s sons, Charlie and Jack, they partnered with Chemist Dr. Anna Slastanova to develop natural, beautifully-scented, and refillable cleaning products that rival the ‘big guns’ of the industry.
What started as a humble venture has blossomed into a powerhouse brand with over 400,000 loyal subscribers. We’ve seen an incredible five-fold increase in sales over the past year alone, cementing our place as a leader in the natural cleaning market. And we’re just getting started!
Recognition & Growth
Ranked #1 on 2025’s FEBE Growth 100 list of fastest-growing UK businesses
Ranked #9 on 2025’s Sunday Times 100 list of fastest-growing UK businesses
If you’re passionate about sustainability and want to be part of a dynamic team that’s making waves in the industry, we want to hear from you!
Could you be the next member of our growing team?
Job Summary:
We are looking for a dedicated and experienced Customer Service Manager to join our team on a 12-month maternity cover contract. This role will support the day-to-day management of our Customer Service function, helping to maintain our reputation for outstanding customer care. You will oversee a team of customer service representatives, ensure service standards are met, and collaborate across departments to ensure a smooth and customer-focused experience.
Key Responsibilities:
- Manage the daily operations of the Customer Service team, providing support, coaching, and performance feedback.
- Monitor and report on customer service KPIs to ensure targets are met and areas for improvement are identified.
- Respond to escalated customer inquiries and complaints with professionalism and empathy.
- Support the implementation of customer service policies, processes, and systems to enhance efficiency.
- Continue to optimise the existing AI tool to drive customer service efficiency.
- Liaise with internal teams (Product, Tech, Operations, Brand, Growth) to ensure customer needs are represented.
- Assist in maintaining and updating customer service tools and documentation.
- Help prepare the team for product launches and campaigns by communicating key details and timelines.
Additional Responsibilities:
- Coordinate with the warehouse team to ensure accurate and timely order fulfilment.
- Use the Warehouse Management System (WMS) to track order status and performance metrics (e.g., SLA, mispicks).
- Communicate upcoming campaign plans and new product SKUs to the warehouse and customer service teams.
Requirements:
- Previous experience in a customer service supervisory or management role.
- Strong team leadership and interpersonal skills.
- Excellent written and verbal communication abilities.
- A solutions-focused mindset with strong problem-solving skills.
- Experience using customer service platforms, reporting and AI tools.
- Understanding of customer expectations and a passion for providing a positive experience.
1
Gosforth, North East Mapped Recruitment
Posted 1 day ago
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Mapped Recruitment is delighted to be partnering with an existing client on their search for a Head of Customer Service to join their team based in Newcastle.
This is an exciting opportunity to join an independent SME D2C e-commerce-driven business (with presence in the UK, US and EMEA) reporting directly to the COO of the company.
As Head of Customer Service, you will lead the delivery of exceptional customer experiences across
all channels.
Key Responsibilities:
- Customer Service Leadership: Lead and manage the customer service team
- Customer Experience Strategy: Develop and implement strategies to enhance the end-to-end customer journey, increasing satisfaction through all CS Channels.
- Team Development & Performance: Recruit, train, and mentor team members, fostering a culture of accountability, empathy, and continuous improvement.
- Support Operations Management: Oversee day-to-day operations, including SLAs, KPIs, and process efficiencies to ensure high-quality service delivery.
- Cross-functional Collaboration: Work closely with e-commerce, product, and operations teams to ensure customer feedback informs business decisions and improvements.
- Customer Insight & Feedback: Monitor and analyse customer interactions and satisfaction metrics to identify trends, pain points, and opportunities for service improvement.
- Crisis & Escalation Handling: Manage complex customer issues and escalations, ensuring they are resolved quickly and appropriately, protecting brand reputation.
- Technology & Tools: Evaluate and implement customer support tools and platforms to streamline workflows, improve reporting, and enhance the overall support experience.
- Policy & Process Development : Create and refine policies, FAQs, and internal processes to ensure clarity, consistency, and efficiency in customer interactions
Key Requirements:
- A proven track record of Customer Service Manager experience within leadership roles
- Experience within SME and D2C e-commerce businesses
- A passion for exceptional customer experience
- Experience with the implementation of customer service tools
This role will be based in the Newcastle office 5 days a week
This advertiser has chosen not to accept applicants from your region.
2
Boroughbridge, Yorkshire and the Humber Morrisons
Posted 1 day ago
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We Make Morrisons…
From a Bradford market stall to the UK’s fifth largest supermarket we are proud to be the Yorkshire food retailer serving customers across the UK over almost 500 stores and an online home delivery service.
Our business is mainly food & grocery and, uniquely, we source & process most of the fresh food that we sell through our own manufacturing facilities.
We’re recruiting for a high performing Customer Service Manager to help our business to continue to grow and succeed.
Customers are always at the heart of everything we do. Which is why we need the best, always leading by example and showcasing exceptional customer service.
Reporting into the Store Manager, you will also:
- Lead and empower colleagues to always put the customer first and deliver outstanding customer service
- Listen and respond to our customers feedback and react accordingly
- Ensure market leading availability across the store.
- Work with the other Managers in store to lead a supportive and performance driven department
- Efficiently manage all people routines, taking accountability of department(s) scheduling, absence, performance and talent conversations
- Deliver training to ensure team have the capability and confidence to deliver their role
- Enable colleagues to work with confidence across various departments
- Identify and develop talent within the department
- Build effective relationships with other operating departments
- Lead colleagues to work with purpose, delivering outstanding performance against all relevant targets across the department(s)
- Take a leadership role within the store
- Ensure resource is planned thoroughly
How do we say thank you?
You will play a vital role in our business and have a huge impact on our success so not only will you receive excellent training, support and continued development but we will also offer a competitive salary and superb benefits package.
Our benefits package not only includes a generous bonus but you will also receive an attractive pension scheme, private healthcare as well as a colleague discount that we encourage you to share with your friends and family. We also offer a range of family friendly policies, including 26 weeks maternity and adoption leave along with neonatal and fertility leave.
No doubt you'll have shopped in our stores before, but why not take a look at some of the areas our customers don't see, such as our warehouses and colleague canteens to get a real taste of life at Morrisons. Explore using our 360 tour, please click here .
Whether it's previous experience working in the retail industry or you have experience in hospitality, the service industry or travel & tourism, if you have a passion for delivering exceptional customer service then we want to hear from you.
What do we need from you?
- Experience of managing a team in a fast paced environment
- You will need to be a great communicator who can share knowledge, experience and best practices
- You will need to have the ability to build and maintain relationships with key stakeholders across all areas whilst remaining flexible
- You must be adaptable to change, whilst being able to challenge effectively
- As a Manager, you will actively listen to and respond effectively to customers and colleagues
We are an equal opportunities employer and welcome applications from all sections of the community.
This advertiser has chosen not to accept applicants from your region.
3
Posted 1 day ago
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We’re working in partnership with Nucleus Financial to find a Customer Service Manager to lead the Key Accounts team at Nucleus.
This is a full-time, permanent opportunity offering a starting salary of £45,000 upto £50,000 DOE.
As Customer Service Manager, you’ll take a strategic lead in managing a high-performing service team that supports some of Nucleus’ most important clients. This is a people-focused, forward-thinking role where you’ll shape the future of service delivery creating meaningful change, building strong relationships, and ensuring an exceptional customer experience, every time.
You’ll be a key part of the wider service leadership team, working collaboratively with stakeholders across the business to drive improvements and support our mission to build the best retirement-focused platform in the UK.
In this role, you’ll:
- Lead and manage a team supporting Key Accounts, ensuring service delivery is consistently excellent.
- Take a strategic view of service performance, using insight and data to identifying trends, setting goals to help shape improvements.
- Building and maintaining trusted relationships with internal stakeholders and external clients.
- Communicate effectively across all levels, providing clear updates, feedback and direction.
- Coach, mentor and develop team members through 1:1s, performance reviews and tailored support.
- Managing team priorities and capacity while maintaining service levels and performance standards.
- Handle escalated issues and complex cases, seeing them through to resolution with ownership and care.
- Provide root cause analysis and contribute to the development of long-term solutions.
- Supporting recruitment, onboarding and team engagement strategies
- Support wider service initiatives and champion continuous improvement across the department.
- Contributing to strategic projects and initiatives, representing the customer voice and ensuring service excellence is embedded throughout.
A bit about you:
You're the person others come to when they need clarity, motivation or a clear plan of action. You’re as passionate about service as you are about people and thrive in fast-paced, high-responsibility environments.
You’re confident leading with purpose and enjoy being both hands-on and strategic — ready to tackle challenges head-on while developing others along the way.
What we are looking for;
- Proven experience managing a team in a customer service or operations environment.
- A strong understanding of what great service looks like and how to embed that across a team.
- Experience in the pensions, platform or financial services sector (preferred but not essential).
- A background in stakeholder management and the ability to communicate at all levels.
- A track record of coaching and developing individuals for high performance.
- Strong organisational skills with the ability to juggle deadlines and shifting priorities.
- Experience with escalations, root cause analysis, and complaint resolution.
- A strategic mindset, with the ability to think ahead and drive continuous improvement.
Technical skills:
- Strong Microsoft Office skills (especially Excel, PowerPoint, and Outlook).
- Experience working with customer service or CRM platforms.
- Comfortable using reporting tools and data insights to inform decision-making.
What’s in it for you?
We offer a generous benefits package focused on the things that really matter, including:
- Competitive salary & bonus
- Enhanced pension contributions
- Paid time off for emergencies
- Health and wellbeing initiatives
- Enhanced parental leave
- Flexible and hybrid working options
Click ‘apply now’ and one of our team will be in touch. We’re excited to hear from you!
A little about Nucleus:
Our purpose at Nucleus is to help make retirement more rewarding, with a vision to build the best retirement-focused platform in the UK. Whether you’re customer-facing or behind the scenes, being service-obsessed is a must here.
We’re a fast-paced and exciting environment with a strong belief in giving people real responsibility, trusting them to make things happen, and helping them grow.
Nucleus’ culture is something our people say truly sets us apart.
Inclusion and Diversity at Nucleus:
As with most things in life, who cares, wins. At Nucleus, inclusion isn’t a box-ticking exercise – it’s a commercial imperative. We’re building something that lasts, and that means including everyone.
You can find out more about our approach on our inclusion page.
This advertiser has chosen not to accept applicants from your region.
4
Posted 1 day ago
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We Make Morrisons…
From a Bradford market stall to the UK’s fifth largest supermarket we are proud to be the Yorkshire food retailer serving customers across the UK over almost 500 stores and an online home delivery service.
Our business is mainly food & grocery and, uniquely, we source & process most of the fresh food that we sell through our own manufacturing facilities.
We’re recruiting for a high performing Customer Service Manager to help our business to continue to grow and succeed.
Customers are always at the heart of everything we do. Which is why we need the best, always leading by example and showcasing exceptional customer service.
Reporting into the Store Manager, you will also:
- Lead and empower colleagues to always put the customer first and deliver outstanding customer service
- Listen and respond to our customers feedback and react accordingly
- Ensure market leading availability across the store.
- Work with the other Managers in store to lead a supportive and performance driven department
- Efficiently manage all people routines, taking accountability of department(s) scheduling, absence, performance and talent conversations
- Deliver training to ensure team have the capability and confidence to deliver their role
- Enable colleagues to work with confidence across various departments
- Identify and develop talent within the department
- Build effective relationships with other operating departments
- Lead colleagues to work with purpose, delivering outstanding performance against all relevant targets across the department(s)
- Take a leadership role within the store
- Ensure resource is planned thoroughly
How do we say thank you?
You will play a vital role in our business and have a huge impact on our success so not only will you receive excellent training, support and continued development but we will also offer a competitive salary and superb benefits package.
As part of our total rewards package we offer:
- 15% uncapped Morrisons discount for your household (both in store and online)
- 10% discount for a designated friend/family member
- 33 days annual leave
- Healthcare/Wellbeing benefits including Aviva Digital GP
- Enhanced company pension contributions
- 4 x life assurance through our company pension scheme
- Enhanced maternity, paternity and adoption schemes
- Perks with over 850 retailers through our 'My Morri' discount platform offering cashback and instant vouchers
- Opportunity to purchase additional annual leave
- Subsidised staff canteen
- Free parking
More About you
Whether it's previous experience working in the retail industry or you have experience in hospitality, the service industry or travel & tourism, if you have a passion for delivering exceptional customer service then we want to hear from you.
What do we need from you?
- Experience of managing a team in a fast paced environment
- You will need to be a great communicator who can share knowledge, experience and best practices
- You will need to have the ability to build and maintain relationships with key stakeholders across all areas whilst remaining flexible
- You must be adaptable to change, whilst being able to challenge effectively
- As a Manager, you will actively listen to and respond effectively to customers and colleagues
We are an equal opportunities employer and welcome applications from all sections of the community.
More About us
Shopkeepers for over 125 years, we love providing our customers with a great shopping experience they won’t find anywhere else. At just under 500 stores across the UK, our retail colleagues work as one team to provide plenty of food essentials, a great service and a buzz people enjoy. It’s why our customers keep coming back for more.
The UK’s 5th largest supermarket, we provide great value for money and good quality fresh food and groceries to over 11 million customers every week. Our focus on freshness makes us stand out as we prepare more fresh food in-store than any other supermarket. It’s challenging. It’s fast-paced. But from Market Street to checkout our friendly team loves going above and beyond to bring our customers what they want.
At Morrisons we believe in investing in our colleagues and industry-leading training programmes. We provide our colleagues with the opportunities they need to make it to the top. Many of our store managers started out on the shop floor. They’ve been there and done that. It’s how they know how to support our colleagues and help our customers so well.
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5
Gateshead, North East NRG.
Posted 1 day ago
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Full Time - 12 Month FTC
Gateshead
Hybrid (up to 3 days/week in-office)
Are you looking to join an industry leading business that works with global brands? If this sounds like you, we are looking for an experienced Customer Service Manager to lead our clients dynamic and fast-paced 40-seat multilingual contact centre. This is a hands-on leadership role, where you'll be responsible for ensuring a seamless, high-quality customer journey across multiple campaigns and clients.
You’ll drive operational performance, lead and coach a team of Team Leaders and agents, and work closely with the Client Delivery and Operations teams to continuously improve service, efficiency, and results.
What’s in it for you?
- Starting salary: Up to £50,000 + annual bonus scheme
- Holidays: 25 days + bank holidays + your birthday off
- Private Medical Insurance
What you’ll be doing:
- Oversee day-to-day contact centre operations, ensuring service excellence and SLA delivery
- Lead, coach, and develop Team Leaders and agents to meet quality and performance goals
- Work with forecasting and planning to ensure optimal staffing and resource alignment
- Monitor and report on KPIs (AHT, FCR, CSAT, productivity, quality, etc.)
- Collaborate with clients and internal stakeholders to resolve issues quickly and professionally
- Drive continuous improvement, process optimisation, and tech adoption (e.g., chat, self-serve, omnichannel)
- Support client reviews, presenting insight and performance data
- Champion employee engagement and build a positive, high-performing team culture
What they are looking for:
- Proven success in a senior contact centre management role
- Experience managing teams in a high-volume, customer-focused environment
- Strong leadership and performance management skills
- Data-savvy and confident working with KPIs and service metrics
- Experience with CRM systems, contact centre platforms, and omnichannel support
- Collaborative approach with clients and internal teams
- Track record of implementing change and driving service improvements
- Bonus: Experience in FMCG, marketing services, or multilingual operations
This is a fantastic opportunity to make a real impact in a growing business where customer experience is at the heart of everything we do.
If you are interested in this role of Customer Service Manager, click ‘apply now’ and a member of the team will be in touch.
NRG is an equal opportunities employer committed to promoting a diverse and inclusive workplace. We oppose all forms of unlawful or unfair discrimination on the grounds of any protected characteristic. Our aim is to create an environment that encourages diversity, builds on individual differences, and responds equitably to the needs of all. We proactively take steps to fulfil our legal obligations, remove barriers, monitor for fairness, reflect the communities we serve, and enforce a zero-tolerance policy for breaches of our Equality and Diversity policy.
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6
Posted 1 day ago
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Customer Service Manager
Healthcare / Medical Devices
- Lead a high-performing customer service team
- Contribute to the Senior Leadership team
- Shape customer experience strategy and service delivery
Brief Overview of the Role - Customer Service Manager
This is a key leadership role responsible for managing a team of eight and overseeing all internal and external communication across global markets. The Customer Service Manager will ensure exceptional service standards, handle escalations, and continuously improve processes that support customers and internal teams alike.
Key Responsibilities:
- Lead, coach, and develop a customer service team to achieve performance goals
- Oversee day-to-day customer service operations across multiple communication channels
- Manage escalated queries and ensure timely, effective resolution
- Monitor and report on service KPIs, identifying trends and areas for improvement
- Collaborate with cross-functional departments to streamline customer touchpoints
- Contribute to and lead initiatives for improving the customer experience
- Conduct one-to-one sessions, development reviews
About the Company Looking for a Customer Service Manager :
A well-established, globally operating organisation in the healthcare and medical device industry. Known for innovation, quality, and a people-focused culture, they offer an opportunity to influence customer outcomes while working in a supportive, collaborative environment
Job Requirements for Customer Service Manager :
We're looking for an experienced customer service leader with strong interpersonal skills and a passion for process improvement.
- Demonstrated experience managing or leading a customer service team
- Excellent communication and interpersonal skills
- Strong problem-solving and conflict resolution capabilities
- Experience working in fast-paced, customer-centric environments
- Competency with CRM platforms and digital communication tools
- Comfortable analysing data and reporting on performance metrics
- Happy to commute to office in Bolton
The Benefits for Customer Service Manager :
- £40 to £50,000 (commensurate with experience)
- Company pension scheme
- Office based - Bolton
7
Sheffield, Yorkshire and the Humber Tutorful
Posted 1 day ago
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About Tutorful
We're an educational technology company dedicated to transforming how parents and students in the UK find and connect with their ideal tutors. Our mission is simple but impactful: to help students thrive through exceptional tuition experiences. We achieve this by combining intelligent matching algorithms with seamless user experiences, making it easy for parents and students to find the right tutor to meet their learning goals.
Founded in 2015, we’ve become a leading online tuition marketplace, offering access to over 5,000 high-quality tutors across 200 subjects. Our platform helps families achieve their learning goals through intelligent matching and seamless learning experiences.
We’re a startup made up of a small team of around 20, driven by our company values of making it happen, making it better and being open, honest, & transparent.
As we scale, we’re focused on achieving ambitious targets and expanding our online tutoring market share. Our culture thrives on adaptability, teamwork, and ownership. Our leadership style is hands-on and empowering, fostering an environment where every team member’s input is valued.
Role Overview
The Customer Service Manager is responsible for overseeing the customer service team while ensuring the delivery of excellent customer service and support. The Customer Service Manager will be responsible for creating a strong and capable customer service team, and delivering a positive customer experience.
Responsibilities
- Lead, coach, and mentor the customer service team to achieve performance goals and deliver exceptional customer service.
- Support a culture of continuous improvement, responding to change and promoting a collaborative culture and sharing knowledge.
- Implement customer service best practices, performance management, resource management and ensure the team KPIs are adhered to.
- Set performance targets and KPIs for the team and regularly monitor their performance to ensure individual and team objectives are met.
- Promote a positive and motivating work environment to foster employee engagement and job satisfaction.
- Ensure adequate staffing levels and effective scheduling to meet customer demands.
- Implement quality assurance measures to maintain high standards of customer service and support.
- Conduct regular performance evaluations and provide feedback to team members to facilitate their professional growth.
- Collaborating with other teams to identify areas for process improvement and implementing strategies to enhance efficiency and service quality.
- Monitor customer feedback and use it to improve customer care processes and service delivery.
- Provide regular reports on team performance and customer service metrics to management
- Ensure customers are given excellent levels of service during all interactions
- Conduct training sessions to ensure that team members are equipped with the necessary skills and knowledge to deliver outstanding customer service
- Facilitate clear and effective communication between team members, other departments, and management.
- Lead and manage the sales team, owning performance outcomes, coaching for conversion, and ensuring delivery against revenue targets.
- Promote a culture of continuous improvement, process optimisation, and operational excellence
- Identify and implement opportunities for automation and AI integration to reduce manual effort, improve efficiency, and enhance the customer experience.
- Work cross-functionally with Marketing and Development teams to align messaging, product enhancements, and support processes with customer needs and feedback.
Skills required
- Minimum of 3 years of experience in a customer service management role
- Experience with contact centre technology, and deploying AI automation solutions
- Strong leadership abilities with the ability to motivate and inspire team members.
- Excellent written and verbal communication skills.
- Deep commitment to providing exceptional customer service.
- Ability to think critically and resolve customer issues.
- Proficiency in customer service software and tools.
- Ability to adapt to a fast-paced and ever-changing environment.
Impact You'll Have
- Opportunity to impact education in the UK
- Shape how UK families discover and access quality education support
- Improve educational outcomes for students across the country
- Influence the future of personalised education delivery
Employee benefits
- Competitive salary and benefits package
- 25 days of annual leave plus an additional day for each year of service (up to 28 days)
- Option for up to 5 additional unpaid leave days
- Vitality Health Insurance after successful completion of probation
- Enhanced maternity, paternity, and adoption policies
- Two wellbeing days per calendar year
- 00 annual credit for lessons on the Tutorful platform
- Remote-friendly environment and hybrid working model to support work-life balance
- Requiring in-office attendance in Sheffield once every 6-8 weeks. Thereafter at manager's discretion.
- Access to an Employee Assistance Programme (EAP) with 24/7 support and free counselling sessions
- Auto enrolment pension plan
Join us in our mission to help students thrive through exceptional tuition experiences. Help us create meaningful connections between families and educators who can make a difference in students' lives.
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8
Glasgow, Scotland Elevation Recruitment Group
Posted 1 day ago
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We are seeking an experienced and dedicated Customer Care Manager to lead our customer service operations within the kitchen or new build sector. You will be responsible for ensuring a first-class experience for all customers, ensuring any snagging issues are resolved in a timely manner. The ideal candidate will be proactive, solutions-focused, and able to drive high standards of service across all touchpoints.
- Up to £36,000
- Quarterly Bonus
- Company Car
Key Responsibilities:
- Manage the end-to-end customer care process from post-sale through to resolution of any issues.
- Liaise with internal departments (design, installation, and aftersales) to ensure timely resolution of customer concerns.
- Track, report, and analyse customer service metrics to identify areas for improvement.
- Maintain strong relationships with developers, contractors, and end users to support a positive brand reputation.
- Ensure all customer complaints are handled professionally and in accordance with company policies.
- Manage escalated cases and complex customer issues with empathy and efficiency.
Requirements:
- Proven experience in a customer service management role, ideally within the kitchen, home improvement, or new build sector.
- Strong communication and interpersonal skills.
- Excellent problem-solving and organisational abilities.
- Ability to work under pressure and manage multiple priorities.
- Proficient in CRM systems and Microsoft Office.
- A strong customer-first mindset with an eye for detail and quality.
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