Customer Service Manager

Customer Service Manager

Customer Service ManagerAre you passionate about putting customers at the heart of decision-making? Do you thrive on turning insight into action and fostering a customer-first culture? If so, we'd love to hear from you.

About the Role
As Customer Research & Insight Manager, you'll lead the development and delivery of a comprehensive research and insight programme that ensures our customers' voices are heard and acted upon. You will:
•Design and manage a range of research initiatives to deepen customer understanding and influence business decisions
•Oversee customer satisfaction measurement, including methodology, survey design, and supplier relationships
•Map and analyse the end-to-end customer journey to identify key moments and pain points
•Lead on Tenant Satisfaction Measures (TSM), ensuring compliance, robust data, and actionable insights through compelling visual storytelling
•Manage and mentor a Customer Research & Insight Analyst, delivering customer segmentation and personas to inform service improvements and strategic planning

Why Join Our Client?
• We offer a rewarding package that supports your wellbeing and work-life balance:
• 28 days annual leave (plus bank holidays), pro-rated for part-time roles
•Hybrid working - up to 2 days a week from home
•Health cash plan - claim back over £1,000 annually on essential healthcare like dental, optical, and physio. We'll also cover your dependent children (up to age 21 or 24 if in full-time education)
•Discounts and cashback - save on gym memberships, supermarkets, travel, cinema, and more
•Generous pension scheme with life insurance (3x salary)

About You
• We're looking for someone who brings:
•A genuine passion for customer insight and a curiosity for data
•A relevant qualification (e.g. MRS Advanced Certificate, or a social science degree with strong quantitative research components) or equivalent experience
•Proven experience managing quantitative research projects from start to finish
•Strong communication skills - verbal, written, and visual - with the ability to tailor messages for different audiences
•Confidence working with stakeholders at all levels, including senior leaders

Excellent organisational skills and the ability to manage multiple priorities in a fast-paced environment

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