Customer Service Manager

Location: Hybrid between home and our Kettering office (2 office-based days per week)

Reports to: Head of Partner Services

Salary: £44,000 plus excellent benefits

Closing Date: 12th February 2026

About the role: As our Customer (Partner) Services Manager, you will lead and manage a customer-facing team to ensure CMI provides high-quality service and excellent customer experiences. This involves managing workload, meeting service levels, resolving all enquiries/complaints, and driving continuous improvement in systems, processes and people. The role also requires leading, coaching and training the team through ongoing business change.

Responsibilities:

• Manage and coach team members through 1:1s, meetings and reviews to drive improvement.
• Oversee daily workload and performance against standards and SLAs, using clear communication for expectations and goals.
• Ensure excellent organisation for the team and self to manage tasks and deadlines efficiently.
• Successfully and promptly resolve internal and escalated customer issues.
• Identify, resolve, or escalate inefficiencies; implement documented process changes with the wider department.
• Develop and implement customer service policies for consistent, quality service.
• Provide support, resources, coaching, and training for process/system changes.
• Lead by example, demonstrating adaptability and a positive attitude towards change and proactively address team resistance.
• Monitor progress and celebrate milestones to maintain motivation and morale.

About you: We are an inclusive employer and welcome all diverse backgrounds, where individuality is celebrated, creating both a forward-thinking team and a supportive space for everyone in the CMI team. We actively invite applications from diverse cultures and experience. We are looking for someone who can enhance our culture and align with our core values. We want someone who is ‘Passionate’ in making a positive difference to the skills of managers and leaders; ‘Practical’ with the ability to make quick and smart decisions; ‘Progressive’ about creating a better future and maintaining a ‘Professional’ code of conduct, through being accountable and ethical in everything that we do.

Proven track record of delivering excellent customer service. Experience in team leadership, effectively engaging and guiding a team. Experience of working collaboratively with peers to drive service excellence and a unified, cross-functional approach to service delivery. Passionate about problem-solving, continuous improvement, and making confident decisions. Skilled in managing and supporting teams and customers through periods of change. Excellent verbal and written communication skills. Ability to thrive in a fast-paced, evolving environment while managing multiple priorities.

Desirable:

• Understanding and knowledge of the education sector and market.
• Knowledge of (management and leadership) qualifications and apprenticeships.
• Previous experience with Education Partners such as Universities, Colleges, Private Training Providers, Employers.
• Experience of customer service tools such as Hiver, ZenDesk or similar systems.

Why CMI: Are you looking to join a dynamic and ambitious organisation? At CMI, new leadership and management strategies are at the forefront of what we do. We know the importance of fresh ideas and encourage new perspectives. We are a not-for-profit, Sunday Times Best Company To Work for 2024, with a Platinum Accreditation with Investors in People. We offer an engaging, flexible and collaborative culture with a wealth of opportunity for professional development.

It doesn’t stop there. We believe we are only as good as the people that work at CMI and in turn offer a competitive benefits package for all employees:

• Flexible working - our expectation is 2 days a week in the office. We are not a traditional 9 to 5, we are flexible with what hours you work and when you work.
• Our offices in both London and Kettering provide comfortable collaboration spaces for team get-togethers.
• 21 days’ holiday + 8 days’ Bank Holiday + 4.5 days allocated for CMI holiday over Christmas and New Year period - with annual leave days increasing with length of service and the opportunity to buy and sell holiday.
• Wellbeing and mental health - in-house mental health first-aid trainers and BUPA Employee Assistance for 24 hour support.
• Inclusion at our core - Our colleague-led Inclusion Hubs for Ethnicity, LGBTQIA+, Menopause, Age, Disability and SocioEconomic are open for anyone to join.
• CMI membership - take advantage of our amazing courses and become a Chartered Manager. Plus, CMI will pay your professional membership to one additional organisation of choice.
• Rewards and Recognition scheme - cash prizes awarded to employees throughout the year.
• Pension - we add an extra 6% of your gross salary to your pension pot every month after 3 months.

About us: The Chartered Management Institute (CMI) sets the Professional Standard in Management and Leadership. We have worked with businesses and education providers to inspire people to unleash their potential through qualifications, apprenticeships and training to become skilled, confident and successful managers and leaders, resulting in Chartered Manager status - the ultimate management accolade, which is proven to boost individuals’ career prospects, management capability and impact in the workplace.

Personal data which you provide through your application will be used for recruitment purposes only. For further details, see our privacy policy on our website. By submitting your CV/application, you are agreeing for your data to be used this way. We reserve the right to close this vacancy earlier than advertised should we receive a high number of suitable applicants.