Commercial and Customer Support Manager in Leeds

This is an excellent opportunity for someone highly organised, commercially minded, relationship-focused, and detail-oriented who wants to develop their career in Commercial management, customer experience, and Shared Services.

Requirements:

• Highly experienced in commercial processes, service development, customer onboarding, or service change activity.
• Ability to create structured processes, governance frameworks, and approval routes.
• Strong organizational and administrative skills; able to manage multiple priorities, workstreams, and deadlines.
• Excellent written and verbal communication skills; confident engaging with stakeholders at all levels.
• High attention to detail with the ability to produce accurate documentation, summaries, and impact assessments.
• Confidence using Microsoft Office tools, particularly Word, Excel, PowerPoint, and Teams.
• Interest in delivering excellent customer experience (Desirable).
• Experience in an HR, Payroll, Shared Service Centre, or operational environment (Desirable).
• Understanding of SLAs, KPIs, risk management, quality assurance, and cost-to-serve considerations (Desirable).
• Basic data analysis skills.
• Customer-focused with a professional, solutions-oriented approach.
• Proactive, self-motivated, and curious, with a willingness to learn and improve.
• Strategic mindset, able to connect day-to-day activity with wider People Services objectives and commercial outcomes.
• Comfortable working in a fast-paced environment with shifting priorities.
• Collaborative team player who builds trust across operational, commercial, and customer stakeholders.
• Strong sense of ownership and accountability for quality, accuracy, and follow-through.

What the job involves:

We’re looking for a Service Development and Customer Support Manager to join us in Bradford. The Service Development & Customer Experience Support Manager will play a key role in supporting the delivery of a high-quality, commercially sound service to new and existing customers of the HR & Payroll Shared Service Centre.

The role is focused on commercial process and management, particularly across the early phases of service generation, impact assessment, design, pricing support, and contracting for new and changed services. It ensures customer requirements are clearly defined, commercial and operational impacts are understood, documentation is robust, and governance is followed from initial engagement through to operational handover. This role helps protect margin, reduce commercial risk, and ensure consistency in pricing and service scope.

In addition, the role supports in-life commercial management (including contract changes, pricing adjustments, and renewals), alongside ongoing customer relationship management and strategic growth across varied customer types.

Key responsibilities include:

• Supporting the early stages of service development and change, including gathering customer requirements, drafting documentation, and conducting structured fact-finding.
• Managing and preparing operational and commercial impact assessments for new or changed services, summarising: Scope and service profile, Risks and dependencies, Resource and capacity considerations, Timeline and go-live readiness.
• Coordinating internal reviews and inputs from HR, Payroll, Commercial, and wider teams.
• Supporting the creation, maintenance, and governance of: Commercial processes, Service descriptions that feed into operating models, Contractual schedules and change documentation.
• Ensuring all proposals, service changes, and commercial activities follow agreed governance, approval, and escalation routes.
• Supporting the Senior Manager in managing relationships with new and existing customers, with a focus on commercially sustainable outcomes.
• Assisting with coordinating customer meetings, capturing requirements, gathering actions, preparing materials, and tracking progress.
• Maintaining accurate customer records, communications, and documentation to support consistent service delivery and commercial governance.
• Preparing clear and accurate presentations to support customer discussions and internal decision-making.
• Supporting the development and coordination of the yearly People Services strategy and objectives, ensuring customer insight, commercial activity, and service improvements align with strategic priorities.
• Identifying opportunities to improve commercial processes, customer touchpoints, documentation quality, and internal workflows.
• Supporting the Senior Manager in driving a consistent, structured approach to customer onboarding, service change, and commercial communication.
• Contributing ideas and analysis to improve service transparency, commercial decision-making, and measurable outcomes.