Leads operational performance, team development, complaints handling and service improvement for a multi-site customer service function.
Our client seeks a Senior Customer Service Manager to joint their team.
Role: This is a senior, multi-faceted leadership role responsible for the full operational performance of a consumer customer service function operating across multiple sites. Reporting to the Chief Customer Officer, the Senior Customer Service Manager leads through a team of Customer Service Team Leaders, owning service outcomes, workforce planning, productivity, quality, coaching, formal complaints and continuous improvement. The role also carries independent operational accountability for supported MVNO service delivery, alongside responsibility for key service-platform vendor relationships, the adoption of AI-enabled technologies and - subject to candidate experience - oversight of the Provisioning function. This is a role for a leader who builds capability, delegates with confidence and creates a scalable, resilient operation where accountability is embedded at every level.
Key Responsibilities
- Own day-to-day CSC service performance across all channels, including service levels, answer rates, abandonment, response times, backlog and quality measures.
- Deploy resources appropriately across sites, teams and contact types to meet customer demand and maintain clear performance routines.
- Lead, coach and develop Customer Service Team Leaders, building their capability and confidence to take clear day-to-day accountability for their teams.
- Build cross-trained, resilient team capability to manage customer contact, complaints, escalations and other critical activities across a broad group of skilled colleagues.
- Identify and actively reduce single points of failure through cross-training, documented knowledge, deputy coverage and succession planning.
- Own formal customer complaints end-to-end, ensuring consistent, fair and timely handling within required governance and authority levels.
- Use complaint themes and quality insight to identify and drive operational improvement opportunities.
- Own operational service delivery for supported partners, including resource allocation, performance management, escalations and readiness for partner changes.
- Drive the operational customer contact strategy, including channel use, triage, self-service and AI-enabled capability where it demonstrably improves service or productivity.
- Lead operational adoption of IVR/voice platforms, ticketing systems and relevant workflow improvements.
- Ensure the CSC and, where applicable, the Provisioning team...
For a full list of responsibilities and requirements or to apply for this great role, please visit the website at searchandselect.com, quoting the reference number: 16958
