Senior Customer Service Manager

Senior Manager, Service and Experience

East Midlands, 3 to 4 days on site | c.£75,000

Lead service and customer experience for a technology-led service business, running a 35 seat operation that serves business accounts and individual consumers.

The operation is small enough to move quickly and busy enough that nothing sits still. Demand shifts week to week, business customers and consumers want different things from the same team, and the technology behind the service is moving faster than the processes built around it. This role owns how customers experience all of it, and where that experience goes next.

What you'll own

• The experience strategy: where service goes over the next 2 years and the decisions that get it there
• Experience projects end to end: diagnosing the journey, redesigning it, delivering the change, and proving what it did for customers and for the numbers
• The commercial performance of the function: cost to serve, retention, and the case for every investment you ask for
• Technology and data: the platforms the team works in, what the data is saying, and what changes as a result
• Service standards across contracted business accounts and consumer customers, with the tension between the two handled well
• A 35 seat operation: team leaders, structure and capability

You'll be the voice of the customer at senior level, working closely with commercial, technology and operations, and trusted to make the calls when demand, priorities and systems are all moving at once.

Our ideal applicant

• A service leader: currently leading a customer service or experience operation in a mid-sized business, with both business and consumer customers
• Has run experience projects from diagnosis through to delivery and can show the results
• Commercially minded: reads a P&L, understands cost to serve, and knows what good service is worth to the business
• Works in an agile way in the practical sense: tests, learns, changes course when the evidence says so
• At home in a service environment where the technology is central to the product
• As comfortable building the roadmap as sitting with the team listening to calls

The package

• c.£75,000 base salary
• 3 to 4 days on site in East Midlands, with flexibility around the rest
• Great corporate benefits

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