At a Glance
- Tasks: Lead a dynamic team to enhance customer service and operational excellence.
- Company: A growing business in Peterborough with a strong reputation for customer support.
- Benefits: Competitive salary, electric company car, pension, and generous holiday allowance.
- Other info: Join a supportive culture focused on employee development and collaboration.
- Why this job: Make a real impact in a senior leadership role and shape the future of customer service.
- Qualifications: Proven experience in managing large teams and driving performance improvements.
The predicted salary is between 45000 - 50000 £ per year.
A well-established and growing business based in Peterborough is looking to appoint an experienced Customer Service Manager to lead a sizeable operational team. The company partners with retailers across the UK and has built a strong reputation for delivering high levels of customer service, operational excellence and trusted support to its customers. Recent investment in technology, systems and people have supported significant growth, creating an exciting opportunity for an ambitious leader who wants to make a genuine impact. The business is recognised for its positive culture, commitment to employee development and collaborative approach.
As Customer Service Manager, you will take overall responsibility for a customer service and operations function of approximately 25 employees. You will lead a team spanning customer service, technical support and claims operations, ensuring customers receive a professional and efficient experience from first contact through to resolution.
You'll be responsible for driving performance across the operation, setting clear objectives, monitoring service standards and creating a culture of accountability and continuous improvement. The role will involve overseeing customer complaints and escalations, analysing operational performance, improving processes and ensuring service levels are consistently achieved. You'll work closely with senior leaders to identify opportunities to enhance customer experience, operational efficiency and commercial performance. This is a senior leadership position that offers the opportunity to shape a key area of the business, develop a high-performing team and influence wider business success.
You'll be an experienced customer service or operations leader with a proven track record of managing large teams in a fast-paced environment. Previous experience leading managers, supervisors and frontline teams will be essential, alongside the ability to use performance data and KPIs to drive improvements. You'll be a confident communicator who can build strong relationships, manage complex customer situations and make sound operational decisions. Strong organisational skills, commercial awareness and a proactive approach to problem-solving will be equally important. Experience in insurance, claims or another service-led environment would be advantageous, but applications from strong operational leaders with transferable experience are welcomed.
In return, you'll join a growing organisation where your contribution will be recognised and where you'll have genuine influence over the direction and performance of an important function. You'll have the opportunity to lead and develop a large team, drive meaningful improvements and play a significant role in the continued success of the business. The package includes a competitive salary, company electric car, pension and 25 days' annual leave, alongside the opportunity to work within a supportive and forward-thinking culture.
If you're interested in this role, click 'apply now' to forward an up-to-date copy of your CV.
Customer Service Manager in Peterborough employer: Hays
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StudySmarter Expert Advice🤫
We think this is how you could land Customer Service Manager in Peterborough
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Hays. 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 Hays 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 Peterborough
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 Hays:Your cover letter is your chance to shine! Tell us why you want to work at Hays 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 Hays!
How to prepare for a job interview at Hays
✨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.
