Customer Service Manager

Customer Service Manager

Location: Aylesbury

Reports to: Head of Customer Service

A quick look at the role

This is a key leadership opportunity to shape the performance, culture and customer experience across our Customer Service Teams. As Customer Service Manager, you'll sit at the heart of our customer operation - leading teams, driving results, and turning strategy into action. You'll have real influence over how we reduce avoidable contact, improve efficiency, and deliver a consistent, high quality experience for our customers every day.

Alongside the other Customer Service Manager for the other Customer Service Site, you'll act as a united leadership team-driving consistency, sharing best practice and raising performance across both sites.

If you're motivated by leading people, using insight to improve performance, and making a visible impact at scale, this role offers the chance to do exactly that.

Who we're looking for

You're an inspiring, confident leader who thrives in a fast paced customer environment and enjoys making a visible impact. You bring energy to your teams, balance empathy with accountability, and know how to turn data into action.

You're at your best when leading through others-coaching managers, setting clear direction, and creating a culture where people feel motivated, trusted and proud of the service they deliver. You're curious, improvement focused, and not afraid to challenge the status quo to get better outcomes for customers and colleagues alike.

Most importantly, you care deeply about performance and people, and you're driven by the opportunity to shape how our Customer Service department evolves and succeeds.

Your core responsibilities

• Lead daily Contact Centre performance, ensuring service levels and KPIs (CSAT, CES, NPS, AHT, SLA, quality) are achieved.
• Coach and develop Team Managers, embedding a strong coaching and performance culture.
• Drive continuous improvement, demand reduction and consistent service delivery.
• Champion digital self serve solutions such as MyBiffa.
• Manage complex customer escalations and complaint resolution.
• Collaborate with Operations, Account Management and Customer Excellence teams.
• Support effective resource planning, absence management and cost control.
• Ensure compliance with Health & Safety, regulatory and quality standards.

What success looks like

• Strong CSAT, CES and NPS results
• Delivery of operational KPIs
• Reduction in avoidable demand
• Healthy absence, attrition and engagement scores
• Improved operational efficiency and cost control

Our essential requirements

• Proven experience managing teams in a Contact Centre or customer focused operational environment
• Strong people leadership and coaching capability
• Experience managing operational KPIs and service performance
• Ability to analyse data and turn insight into action
• Confident stakeholder management and communication skills

Our desirable criteria

• Experience leading Team Managers or managers of managers
• Experience driving demand reduction or digital adoption
• Budget or cost management experience
• Exposure to large scale operational change or transformation
• Knowledge of regulated customer service environments