At a Glance
- Tasks: Lead and inspire a team to deliver exceptional customer service in a dynamic environment.
- Company: Fast-growing legal services organisation with a people-first culture.
- Benefits: Competitive salary, generous holiday, private medical insurance, and employee discounts.
- Other info: Ongoing training and genuine career progression opportunities await you.
- Why this job: Join a forward-thinking company and make a real impact on customer experiences.
- Qualifications: Proven leadership experience in customer service or regulated environments.
The predicted salary is between 35000 - 45000 £ per year.
Our client is a highly respected and fast-growing legal services organisation based in Blackburn, delivering specialist support to clients nationwide. Operating within a regulated environment, the business has built an excellent reputation for providing outstanding customer outcomes, professional integrity, and exceptional client care.
Combining industry expertise with a people-first culture, the organisation is committed to continuous improvement, operational excellence, and investing in its employees. This is an exciting opportunity to join a forward-thinking business during a period of sustained growth and transformation.
We are seeking an experienced and driven Customer Service Manager to lead and develop a high-performing customer operations function within a modern and ambitious business environment. Reporting directly to the Head of Operations, you will play a key leadership role in overseeing the day-to-day management of the Customer Claims department, ensuring service excellence, regulatory compliance, operational efficiency, and strong commercial performance.
This role is ideal for an inspiring people leader who thrives in a fast-paced environment and is passionate about delivering exceptional customer experiences while developing successful teams.
Key Responsibilities- Lead, inspire, and develop a team of Customer Claims Handlers and Team Leaders
- Drive operational performance across KPIs, service standards, productivity, and quality metrics
- Oversee workload distribution and resource planning to ensure efficient claims progression
- Ensure full compliance with regulatory and internal quality standards through regular monitoring and auditing
- Manage escalated customer concerns and complaints with professionalism and empathy
- Champion exceptional customer outcomes, including the effective support of vulnerable customers
- Conduct regular performance reviews, coaching sessions, and development planning
- Identify and implement continuous improvement initiatives across customer service processes
- Collaborate closely with Compliance, HR, Training, and Senior Leadership teams
- Support employee engagement, wellbeing, retention, and succession planning
- Lead by example in creating a positive, accountable, and customer-focused culture
- Proven leadership experience within customer service, claims, contact centre, legal services, or another regulated environment
- Strong background in managing operational performance and delivering against KPIs
- Excellent people management, coaching, and stakeholder engagement skills
- Experience handling customer escalations, complaints, and sensitive situations
- Highly organised with strong attention to detail and compliance awareness
- Professional, resilient, and solutions-focused approach
- Confident using CRM systems, case management platforms, and Microsoft Office
- Previous experience within legal, claims, or financial services environments would be advantageous
- Knowledge of FCA Consumer Duty and/or SRA regulations would be beneficial
- Competitive salary package
- Monday - Friday | 9am - 5pm | Office-based role
- 23 days holiday + bank holidays, increasing with length of service
- Your birthday off every year
- Pension contributions
- Life insurance (death in service)
- Private medical insurance after 1 year of service
- Employee Assistance Programme (EAP)
- Perkbox membership with access to a wide range of employee discounts
- Paid volunteering days
- Company social events twice a year
- Modern offices based in Blackburn town centre
- Ongoing training, development, and genuine career progression opportunities
- Supportive, collaborative, and values-driven culture
If you are an ambitious customer service leader looking to join a growing organisation where you can make a genuine impact, we would love to hear from you.
Customer Service Manager in Blackburn employer: Cummins Mellor
Our client is an exceptional employer, offering a dynamic work environment in Blackburn that prioritises employee growth and wellbeing. With a strong commitment to professional development, competitive benefits including private medical insurance and generous holiday allowances, and a collaborative culture that values integrity and customer care, this legal services organisation is an ideal place for passionate individuals to thrive and make a meaningful impact.
StudySmarter Expert Advice🤫
We think this is how you could land Customer Service Manager in Blackburn
✨Tip Number 1
Network like a pro! Reach out to your connections in the industry, attend local events, and join relevant online groups. You never know who might have the inside scoop on job openings or can put in a good word for you.
✨Tip Number 2
Prepare for interviews by researching the company and its culture. Understand their values and think about how your experience aligns with their mission. This will help you stand out as a candidate who truly gets what they’re about.
✨Tip Number 3
Practice your interview skills with a friend or in front of a mirror. Focus on articulating your leadership style and how you handle customer escalations. The more comfortable you are, the better you'll perform when it counts!
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure your application gets noticed. Plus, we love seeing candidates who take the initiative to connect directly with us.
We think you need these skills to ace Customer Service Manager in Blackburn
Some tips for your application 🫡
Tailor Your CV:Make sure your CV reflects the skills and experiences that match the Customer Service Manager role. Highlight your leadership experience and any relevant achievements in customer service or claims management.
Craft a Compelling Cover Letter:Use your cover letter to tell us why you're passionate about delivering exceptional customer experiences. Share specific examples of how you've led teams to success and improved operational performance in previous roles.
Showcase Your People Skills:Since this role is all about leading and inspiring a team, make sure to emphasise your people management skills. Talk about how you've handled escalated customer concerns and fostered a positive team culture in your past positions.
Apply Through Our Website:We encourage you to apply directly through our website for a smoother application process. This way, we can easily track your application and get back to you quicker!
How to prepare for a job interview at Cummins Mellor
✨Know the Company Inside Out
Before your interview, take some time to research the legal services organisation. Understand their values, mission, and recent achievements. This will not only help you answer questions more effectively but also show your genuine interest in the company.
✨Showcase Your Leadership Skills
As a Customer Service Manager, you'll need to demonstrate your leadership abilities. Prepare examples of how you've successfully led teams, managed escalations, and driven performance. Use the STAR method (Situation, Task, Action, Result) to structure your responses.
✨Prepare for Scenario-Based Questions
Expect scenario-based questions that assess your problem-solving skills and customer service approach. Think about past experiences where you handled difficult situations or improved processes, and be ready to discuss these in detail.
✨Ask Insightful Questions
At the end of the interview, have a few thoughtful questions prepared. Inquire about the company's approach to employee development, how they measure success in the Customer Claims department, or what challenges they foresee in the near future. This shows you're engaged and forward-thinking.
