Customer Service Manager
hace 6 horas
Peterborough
Reference: 4821401Job ID: 5410116Posted: 2026-08-16Closing date: 2026-11-13Location: PeterboroughSalary: 45000 - 50000 + EV + bens (per annum)Job type: PermanentWorking pattern: Full timeIndustry: Banking & Financial Services / Customer ServicesCompany: HaysConsultant: Jan BradshawHays office: Cambridge — Office 203, Mantle, 9 Hills RoadPhone: 07740817905Email: jan.bradshaw@hays.comJob Title: Customer Service ManagerJob Location: Peterborough, CambridgeshireJob Salary: 45000 - 55000 Job benefits: company car (electric), pension, 25 days holiday + 8 bank holidaysJob Type: Permanent, Full TimeJob Working Pattern: Monday to FridayJob Hybrid Working: 1 day per week working from homeJob Industry Experience required: Customer Service, Operations, Claims, Warranty, Insurance, Vehicle Retail, Call CentreJob Management Responsibility: Team of approximately 25 employeesJob Leadership Level: Senior ManagementJob Reports To: Chief Executive Officer (CEO)Job Location Commutable From: Peterborough, Stamford, Spalding, March, Huntingdon, Bourne, Wisbech, CambridgeJob Direct Reports: Team Leaders, Supervisors and Customer Service TeamsYour new company A well-established and growing business based in Peterborough is looking to appoint an experienced Customer Service Manager to lead a sizeable operational team. The company partners with retailers across the UK and has built a strong reputation for delivering high levels of customer service, operational excellence and trusted support to its customers. Recent investment in technology, systems and people have supported significant growth, creating an exciting opportunity for an ambitious leader who wants to make a genuine impact. The business is recognised for its positive culture, commitment to employee development and collaborative approach.Your new role As Customer Service Manager, you will take overall responsibility for a customer service and operations function of approximately 25 employees. You will lead a team spanning customer service, technical support and claims operations, ensuring customers receive a professional and efficient experience from first contact through to resolution.You'll be responsible for driving performance across the operation, setting clear objectives, monitoring service standards and creating a culture of accountability and continuous improvement. The role will involve overseeing customer complaints and escalations, analysing operational performance, improving processes and ensuring service levels are consistently achieved. You'll work closely with senior leaders to identify opportunities to enhance customer experience, operational efficiency and commercial performance.This is a senior leadership position that offers the opportunity to shape a key area of the business, develop a high-performing team and influence wider business success.What you'll need to succeed You'll be an experienced customer service or operations leader with a proven track record of managing large teams in a fast-paced environment. Previous experience leading managers, supervisors and frontline teams will be essential, alongside the ability to use performance data and KPIs to drive improvements.You'll be a confident communicator who can build strong relationships, manage complex customer situations and make sound operational decisions. Strong organisational skills, commercial awareness and a proactive approach to problem-solving will be equally important.Experience in insurance, claims or another service-led environment would be advantageous, but applications from strong operational leaders with transferable experience are welcomed.What you'll get in return In return, you'll join a growing organisation where your contribution will be recognised (you will be part of their senior leadership team reporting directly to the board) and where you'll have genuine influence over the direction and performance of an important function. You'll have the opportunity to lead and develop a large team, drive meaningful improvements and play a significant role in the continued success of the business.The package includes a competitive salary, company electric car, pension and 25 days' annual leave, alongside the opportunity to work within a supportive and forward-thinking culture.What you need to do now If you're interested in this role, click 'apply now' to forward an up-to-date copy of your CV. #4821401 - Jan Bradshaw