At a Glance
- Tasks: Lead service development and customer support to enhance HR & Payroll services.
- Company: Join Liberty Blume, a fast-growing business services provider.
- Benefits: Enjoy competitive salary, 25 days leave, wellness benefits, and career growth opportunities.
- Other info: Be part of an innovative team focused on efficiency and value.
- Why this job: Make a real impact in customer experience and commercial management.
- Qualifications: Experience in commercial processes and strong organisational skills required.
The predicted salary is between 36000 - 60000 £ per year.
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 ongoing customer relationship management and strategic growth across varied customer types. 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.
What will you be doing?
- Service Generation, Commercial Assessment & Contracting
- Supporting the early stages of service development and change, including gathering customer requirements, drafting documentation, and conducting structured fact-finding.
- Manage and prepare 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
- Coordinate internal reviews and inputs from HR, Payroll, Commercial, and wider teams.
- Support the creation, maintenance, and governance of:
- Commercial processes
- Service descriptions that feed into operating models
- Contractual schedules and change documentation
- Ensure all proposals, service changes, and commercial activities follow agreed governance, approval, and escalation routes.
- Customer Relationship & Experience
- Support the Senior Manager in managing relationships with new and existing customers, with a focus on commercially sustainable outcomes.
- Assist with coordinating customer meetings, capturing requirements, gathering actions, preparing materials, and tracking progress.
- Maintain accurate customer records, communications, and documentation to support consistent service delivery and commercial governance.
- Prepare clear and accurate presentations to support customer discussions and internal decision-making.
- Continuous Improvement & Strategic Support
- Support the development and coordination of the yearly People Services strategy and objectives, ensuring customer insight, commercial activity, and service improvements align with strategic priorities.
- Identify opportunities to improve commercial processes, customer touchpoints, documentation quality, and internal workflows.
- Support the Senior Manager in driving a consistent, structured approach to customer onboarding, service change, and commercial communication.
- Contribute ideas and analysis to improve service transparency, commercial decision-making, and measurable outcomes.
We tend to look for people with:
- Essential
- 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.
- Understanding of SLAs, KPIs, risk management, quality assurance, and cost-to-serve considerations.
- Basic data analysis skills
Personal Attributes
- 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’s in it for you?
- Competitive salary
- 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%
- 24 hours of paid Volunteer Time Off
- Discounted gym and wellness memberships
- 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. If you are curious and resilient with a limitless mindset, we’re eager to hear from you, no matter your background.
Service Development & Customer Support Manager in Bradford employer: Liberty Global
Liberty Blume is an exceptional employer located in Bradford, offering a dynamic work environment that fosters innovation and personal growth. With a strong focus on employee wellbeing, competitive benefits, and opportunities for career advancement, we empower our team members to thrive in their roles while contributing to meaningful customer experiences. Join us to be part of a passionate team dedicated to delivering high-quality services and making a real impact in the business services sector.
StudySmarter Expert Advice🤫
We think this is how you could land Service Development & Customer Support Manager in Bradford
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Liberty Global. 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 Liberty Global 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 Service Development & Customer Support Manager in Bradford
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 Liberty Global:Your cover letter is your chance to shine! Tell us why you want to work at Liberty Global 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 Liberty Global!
How to prepare for a job interview at Liberty Global
✨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.
