At a Glance
- Tasks: Lead a dynamic customer service team to deliver exceptional experiences and drive continuous improvement.
- Company: Join CMI, a forward-thinking not-for-profit with a collaborative culture.
- Benefits: Enjoy flexible working, generous holiday, and a competitive benefits package.
- Other info: Be part of an inclusive team that values fresh ideas and diverse backgrounds.
- Why this job: Make a positive impact while developing your leadership skills in a supportive environment.
- Qualifications: Proven customer service experience and strong team leadership skills required.
The predicted salary is between 36000 - 60000 £ per year.
Location: Hybrid between home and our Kettering office (2 office-based days per week)
Reports to: Head of Partner Services
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.
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.
Customer Service Manager in Kettering employer: Chartered Management Institute
At CMI, we pride ourselves on being a dynamic and inclusive employer that values fresh ideas and diverse perspectives. Our hybrid working model allows for flexibility, while our commitment to professional development and employee wellbeing ensures that you can thrive in your role as Customer Service Manager. With competitive benefits, a supportive culture, and recognition for your contributions, CMI is an excellent place to build a meaningful career in the education sector.
Contact Details:
Chartered Management Institute Recruitment Team
StudySmarter Expert Advice🤫
We think this is how you could land Customer Service Manager in Kettering
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Chartered Management Institute. Check out their social media, read reviews on sites like Glassdoor, and see how they engage with customers. It'll give you clues on their values and help tailor your conversation during interviews.
✨Join Customer Support Communities
Dive into online communities like those on Reddit or LinkedIn where customer support pros hang out. Participating in discussions or asking questions can make you more visible to potential recruiters and help you learn about job openings at companies like Chartered Management Institute before they even post them.
✨Attend Job Fairs or Networking Events
Look out for local job fairs or events specifically for customer support roles. This is your chance to meet hiring managers face-to-face, and you might even get the opportunity to interview on the spot!
✨Show Off Your Skills with Customer Interactions
In the customer support world, showcasing your communication skills is key. Consider creating a short video introducing yourself or even doing a mock call to showcase your abilities. It's a memorable way to stand out, especially if you can share this during your interview process!
We think you need these skills to ace Customer Service Manager in Kettering
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear communication is key. Make sure your CV highlights any experience you've had in customer-facing roles and your ability to resolve issues. Don't shy away from including specific examples of how you've gone above and beyond to help customers – this really shows your potential in the role.
Tailor Your Cover Letter to Chartered Management Institute:Your cover letter is your chance to shine! Tell us why you want to work at Chartered Management Institute specifically. Mention any unique aspects of our company that resonate with you and how your skills can enhance our customer support. This personal touch will set your application apart from the rest!
Highlight Any Relevant Tools or Tech Skills:If you've used customer support software like Zendesk or Freshdesk or have experience with CRM systems, make sure to mention these in your application. Being familiar with industry-standard tools can be a big plus for us when we’re reviewing applications, as it shows you can hit the ground running!
Demonstrate Your Problem-Solving Skills:Customer support roles often require a knack for problem-solving. In your application, share examples of past experiences where you've tackled tough situations or resolved conflicts effectively. This will give us a good sense of how you handle challenges—an essential skill for success at Chartered Management Institute!
How to prepare for a job interview at Chartered Management Institute
✨Show Off Your People Skills
In customer support, it's all about communicating effectively. Prepare to share instances from your past experiences where you handled difficult customers or resolved conflicts. We want to hear how you empathised and found the best solutions, so think of specific examples to back up your stories!
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like Zendesk or Freshdesk, and make sure to review how you’ve used any similar systems in the past. During the interview, being able to discuss your hands-on experience with software or ticketing systems can really set you apart from the competition, so don’t skip this prep!
✨Show Genuine Enthusiasm
As this is a full-time role, employers want someone who isn’t just looking for any job, but wants to grow within customer support. Make sure to express your enthusiasm for helping customers and your desire to develop your skills. Show them why you're passionate about this field!
✨Practice Common Scenarios
Be prepared for role-playing scenarios where you might have to reassess a solution with a frustrated customer or explain a complex process in simple terms. Practising these common scenarios can help us feel more confident and demonstrate our practical skills effectively during the interview.
