People Services - Customer Service Manager in Bradford

We’re looking for a People Services - Customer Service Manager to join us in Bradford. The Customer Service Manager plays a critical role in ensuring high-quality, consistent service delivery across all HR and Payroll operations. The Customer Service Manager is the guardian of service performance — managing day-to-day client queries, monitoring SLAs and KPIs, identifying trends, driving service improvement, and ensuring issues are resolved swiftly and effectively. The Customer Service Manager provides insight and governance, bringing the aggregated voice of the customer to operational teams whilst filtering the individual queries and escalations away from them.

What will you be doing?

• Act as the primary operational contact point for client service issues, managing escalations and ensuring timely resolution.
• Monitor service performance against SLAs and KPIs, producing regular performance reports and dashboards for clients and internal stakeholders.
• Analyse service delivery data to identify trends, recurring issues, and opportunities for continuous improvement, particularly opportunities that cut across multiple teams.
• Partner closely with Operations to ensure root cause analysis and corrective actions are implemented effectively.
• Support Client Relationship Management by providing accurate, timely service insights to inform client reviews and relationship discussions.
• Maintain the service catalogue and ensure service levels and commitments are clearly defined and understood.
• Coordinate incident, problem, and change management processes across clients and internal teams.
• Own the client Monthly Business Review process — scheduling meetings, preparing performance packs, and ensuring follow-up actions are tracked and delivered.
• Lead internal service governance forums to drive accountability and visibility of performance.
• Ensure end user (customer’s employee) satisfaction is measured and feedback is actioned.
• Develop and maintain a strong understanding of each client’s service model, contractual commitments, and expectations.
• Operating as a member of the SLT and contributing strategically to the wider goals of People Services in that capacity, leaning on wider industry knowledge and a broad outsourcing and shared services skill base.

We tend to look for people with:

Essential:

• Proven experience in a service management, client delivery, or service operations role within a shared service or outsourced environment.
• Strong experience of working with repeatable processes and associated service metrics.
• Excellent analytical skills with the ability to interpret data and present actionable insights.
• Experience in service performance reporting and trend analysis.
• Confident communicator, able to engage effectively with both internal teams and external clients at all levels.
• Demonstrated ability to drive problem resolution and process improvement.
• Storytelling – the purpose and function of the service management area, bringing internal and external stakeholders on the journey of acceptance and onwards to embracing service management.

Desirable:

• Experience of setting up service management in a greenfield environment.
• Exposure to continuous improvement methodologies such as Lean or Six Sigma.
• Experience in stakeholder management and governance across multiple clients or business units.
• Understanding of contractual SLAs and commercial frameworks.

What’s in it for you?

• Competitive salary + bonus.
• 25 days annual leave with the option to purchase 5 more.
• Access to wellbeing and mental health benefits such as the Calm app, personal medical, critical illness cover and dental insurance.
• Matched pension contribution up to 10%.
• Access to our car benefit scheme.
• Access to our online learning platform to continue to develop and grow your career with us.
• The chance to join an innovative, fast-paced and passionate team.

Who we are:

Liberty Blume, a Liberty Global company, is a rapidly growing business services provider, specialising in tech-enabled back-office solutions. Our mission is to deliver efficiency, scale and value to our customers through Business, Procurement and Financial Solutions. If you’re curious, customer centric and enjoy being one step ahead, join us on our scale up journey and unlock your freedom to grow! Liberty Global is an equal opportunity employer, committed to an inclusive environment and accommodating all candidates. We’re eager to hear from you, no matter your background.