Customer Service Manager

Customer Service Manager | Wimborne | £44,000

Are you an experienced people leader with a background in customer service or call centre environments? Do you lead with empathy, clarity and energy, taking pride in building high-performing teams that put the customer first?

As a Customer Service Manager, you’ll lead a dedicated team within a highly respected mutual organisation that’s committed to supporting its members and delivering exceptional service. In this hands-on leadership role, you’ll be responsible for performance management, continuous improvement and driving a culture of care, compliance and operational excellence.

This is an opportunity to join a values-led business where community, integrity and customer experience are at the heart of everything they do.

As Customer Service Manager, you’ll benefit from:

• Discretionary performance-related bonus scheme
• Up to 10% matched pension scheme with Standard Life
• 27 days holiday + Bank Holidays
• Enhanced maternity pay and family support
• Critical illness cover, life cover (4x salary) and a cashback health plan
• Annual parking permit, EAP, virtual GP access and discounted wellness perks
• Active social, wellness and environmental committees
• “Recommend a Friend” referral scheme (£500 + £500)
• A supportive, collaborative culture with long service recognition

As Customer Service Manager, your responsibilities will include:

• Leading and motivating a team to deliver excellent service and meet KPIs
• Supporting colleagues’ development through coaching, 1:1s, and performance reviews
• Ensuring full compliance with internal procedures and regulatory requirements
• Identifying process improvements and feeding insights back into the wider business
• Collaborating with stakeholders to support vulnerable customers and deliver good outcomes
• Coordinating workload distribution and ensuring operational resilience across the team
• Producing timely MI reports and contributing to department-level projects and initiatives

As Customer Service Manager, your skills and experience will include:

• Previous experience managing a team in a customer service or contact centre setting
• Strong understanding of regulatory and compliance frameworks
• A hands-on, solution-oriented approach with the ability to coach and empower others
• Excellent planning, interpersonal, and communication skills
• A genuine commitment to delivering outstanding customer experiences and fostering a positive team environment

If you're ready to lead a customer-centric team in a purpose-led organisation where your work truly makes a difference, apply with an up-to-date CV today and Ellie or Harriet will be in contact.