Customer Service Manager

We are looking for an experienced and motivated Customer Service Manager to lead, coach, and develop our team of Customer Service Team Leaders while taking ownership of the day-to-day operation of the Customer Service function.

As a key leader within the Customer Experience team, you will ensure the consistent delivery of high-quality customer service, operational excellence, and a positive, high-performing culture across multiple teams. You will translate strategic business priorities into effective operational delivery, ensuring service resilience, driving performance, and embedding continuous improvement.

Working closely with senior leaders and cross-functional teams, you will use data and insight to identify opportunities, influence decision-making, and improve both customer and colleague experiences. You will champion coaching and development, empowering Team Leaders to achieve their full potential while ensuring teams are engaged, motivated, and equipped to deliver outstanding service.

This role is ideal for an established leader or an ambitious individual ready to take the next step in their career. We are looking for someone who is passionate about developing people, delivering exceptional customer experiences, and driving operational excellence in a fast-paced environment.

Requirements

Key Responsibilities

1. Operational Leadership & Service Delivery

• Own day ‑ to ‑ day operational performance across Customer Service queues, cases, and workloads.
• Ensure Team Leaders maintain SLAs, backlog health, and throughput targets.
• Monitor demand trends and respond rapidly to pressure points, reallocating resources as needed.
• Lead daily operational huddles and weekly tactical planning meetings with Team Leaders.
• Ensure escalations are handled efficiently and in line with documented processes.

2. Leadership of Team Leaders

• Provide direction, coaching, and development support to all Customer Service Team Leaders.
• Build a consistent leadership standard across the TL group, ensuring processes, ways of working, and quality expectations are applied uniformly.
• Set clear expectations, empower decision ‑ making, and build a confident, capability ‑ led leadership team.
• Conduct structured 1:1s, performance reviews, and regular coaching sessions with TLs.

3. Workforce, Resource & Capacity Management

• Work closely with Resource and Insight Manager to ensure effective resource planning, forecasting, and allocation across all Customer Service teams.
• Use data to optimise staffing and balance workloads.
• Reduce operational risk through proactive resource planning and early identification of issues.

4. Quality, Process & Continuous Improvement

• Ensure Team Leaders run consistent QA checks on all their team, with effective coaching and feedback loops across the departments.
• Identify root causes of performance challenges, defects, and customer pain points.
• Lead continuous improvement initiatives, working cross ‑ functionally with CX, Sales, Field Service, and Operational Excellence.
• Ensure new processes or changes are embedded effectively within teams.

5. Communication & Alignment

• Maintain structured communication channels between Customer Service, CX leadership, and other functions.
• Ensure Team Leaders cascade clear messages, priorities, and expectations to their teams.
• Translate business strategy into operational actions and measurable outcomes.
• Provide concise, actionable insight to the Head of CX on risks, trends, and opportunities.

6. People Development & Culture

• Develop leadership capability within the Team Leader group through structured coaching and development planning.
• Role ‑ model Culligan values and foster a positive, inclusive, and engaged team culture.
• Promote wellbeing, resilience, and safe working practices.
• Support career pathways for future leaders, recognising and nurturing high ‑ potential talent.

7. Strategic Contribution

• Support strategic planning for Customer Service through data, insight, and frontline intelligence.
• Contribute to KPI design, reporting improvements, and operational dashboards.
• Help shape future workflows, automation opportunities, training plans, and customer ‑ experience enhancements.

Skills & Experience

Essential

• Strong experience leading leaders (Team Leaders/Supervisors) in a customer ‑ service or operational environment.
• Excellent command of operational performance metrics and workforce planning principles.
• Robust coaching skills with a track record of developing team capability.
• Excellent communication skills with an ability to influence at multiple levels.
• Strong problem ‑ solving and decision ‑ making abilities.
• High level of organisational awareness and ability to coordinate across departments.

Desirable

• Experience with Salesforce Service Cloud.
• Experience in multi ‑ channel contact centre environments.
• Exposure to continuous improvement methodologies.

Benefits

• 23 days' holiday + Bank Holidays
• Company Pension scheme
• Company Sick Pay (after qualifying period)
• Cycle to Work scheme available
• Employee rewards and discounts
• Option to join Health Care Cash Plan
• 24/7 365-day access to Employee Assistance Programme through Health Assured
• Access to on-going learning and development with our online learning platform
• Free onsite parking
• Life Assurance