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- Tasks: Lead and inspire customer service teams to deliver exceptional experiences.
- Company: Dynamic company focused on improving customer service and team performance.
- Benefits: Competitive salary, leadership development, and a supportive work environment.
- Other info: Join a fast-paced environment with opportunities for growth and innovation.
- Why this job: Make a real impact by shaping customer service culture and performance.
- Qualifications: Proven leadership skills and a passion for customer satisfaction.
The predicted salary is between 40000 - 50000 ÂŁ per year.
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.
Customer Service Manager employer: Biffa
Contact Detail:
Biffa Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Customer Service Manager
✨Tip Number 1
Network like a pro! Reach out to your connections on LinkedIn or at industry events. We all know that sometimes it’s not just what you know, but who you know that can help you land that Customer Service Manager role.
✨Tip Number 2
Prepare for those interviews by practising common questions and scenarios related to customer service leadership. We recommend role-playing with a friend or using mock interview tools to boost your confidence and refine your answers.
✨Tip Number 3
Showcase your leadership skills during the interview! Share specific examples of how you’ve driven performance and improved team culture in previous roles. We want to see that energy and passion for leading teams!
✨Tip Number 4
Don’t forget to follow up after your interview! A quick thank-you email can go a long way in showing your enthusiasm for the role. And remember, apply through our website for the best chance at landing that dream job!
We think you need these skills to ace Customer Service Manager
Some tips for your application 🫡
Tailor Your CV: Make sure your CV reflects the skills and experiences that align with the Customer Service Manager role. Highlight your leadership experience, data-driven decision-making, and any relevant achievements in customer service.
Craft a Compelling Cover Letter: Use your cover letter to tell us why you’re the perfect fit for this role. Share specific examples of how you've led teams, improved performance, and made a positive impact in previous positions.
Showcase Your Leadership Style: In your application, give us a glimpse of your leadership style. We want to know how you motivate teams, handle challenges, and foster a culture of continuous improvement.
Apply Through Our Website: Don’t forget to apply through our website! It’s the best way for us to receive your application and ensures you’re considered for this exciting opportunity to shape our Customer Service department.
How to prepare for a job interview at Biffa
✨Know Your Numbers
As a Customer Service Manager, you'll need to be familiar with key performance indicators like CSAT, NPS, and AHT. Brush up on these metrics before your interview, and be ready to discuss how you've used data to drive improvements in past roles.
✨Showcase Your Leadership Style
This role is all about leading teams effectively. Prepare examples of how you've inspired and motivated your team in the past. Think about specific situations where you balanced empathy with accountability, and be ready to share those stories.
✨Emphasise Continuous Improvement
The company is looking for someone who challenges the status quo. Come prepared with ideas on how to improve customer service processes or reduce avoidable contact. This shows you're not just a manager but a forward-thinker who cares about evolving the department.
✨Prepare for Scenario Questions
Expect to face questions about handling complex customer escalations and complaint resolutions. Think through some challenging scenarios you've faced and how you resolved them. This will demonstrate your problem-solving skills and ability to manage difficult situations.