At a Glance
- Tasks: Lead and develop a customer service team to deliver top-notch service.
- Company: Join the Maritime and Coastguard Agency, a leader in public service.
- Benefits: Enjoy a competitive salary, generous pension, and flexible working options.
- Other info: Great career development opportunities and a supportive, inclusive work environment.
- Why this job: Make a real impact by shaping a world-class customer service strategy.
- Qualifications: Experience in leading customer service teams and driving operational improvements.
The predicted salary is between 35663 - 35663 £ per year.
Apply before 11:55 pm on Wednesday 10th June 2026
Location: Southampton (This role is suitable for hybrid working)
Salary: £35,663 - A Civil Service Pension with an employer contribution of 28.97%
We are recruiting for a Customer Contact Manager to lead and develop staff to ensure a focused and high‑quality, customer‑centric workforce here at the Maritime and Coastguard Agency (MCA). As the Customer Contact Manager you will be responsible for the leadership and management of the Customer Service team based in the Southampton Office. This role is key in the design, creation and delivery of a world‑class Customer Service strategy. Through the measurement and monitoring of the day‑to‑day operation and performance of the teams. This role will be measured on the team achieving the set Customer Service standards and KPIs.
Top Responsibilities
- Direct line management of 5 Customer Managers (EO) and overall management of 25 staff ensuring that staff performance and productivity achieves the agreed service standards and KPIs
- Act as main liaison point in Seafarer Operations and build effective working relationships with the wider MCA and REG through networking and communication
- Oversee the planning and prioritisation of workflow allocation to your indirect reports
- Deliver an outstanding operational and quality service to all customers
- Manage the deployment of key business improvements through digital UKSR platform and other systems identifying opportunities to improve ways of working to ensure that KPIs and related targets are met
- Manage recruitment and resourcing for Seafarer Operations to ensure resources are at the optimum level in line with achieving operational KPIs and SLAs
- Measure success through sharing of information and best practice captured in action plans and customer feedback
Benefits
- Employer pension contribution of 28.97% of your salary.
- 25 days annual leave, increasing by 1 day each year of service (up to a maximum of 30 days annual leave)
- 8 Bank Holidays plus an additional Privilege Day to mark the King’s birthday
- Access to the staff discount portal
- Excellent career development opportunities and the potential to undertake professional qualifications relevant to your role paid for by the department, such as CIPD, Prince2, apprenticeships, etc.
- Joining a diverse and inclusive workforce with a range of staff communities to support all our colleagues
- 24‑hour Employee Assistance Programme providing free confidential help and advice for staff
- Flexible working options where we encourage a great work‑life balance
About You
To be successful in this role you will need to have the following experience:
- Demonstrate knowledge and experience of leading operational customer service and/or contact centre teams supported by compelling evidence of success in senior leadership roles
- Knowledge of Lean Six Sigma and/or other principles for implementing business process improvements
- Proven track record of successfully managing or delivering a change programme in a customer‑facing business
- A proven track record in stakeholder engagement, including interpersonal skills which promote effective interaction with internal and external stakeholders
Customer Contact Manager in Southampton employer: Maritime and Coastguard Agency
The Maritime and Coastguard Agency (MCA) is an exceptional employer, offering a supportive work culture that prioritises employee well-being and professional growth. With a generous pension contribution of 28.97%, flexible working options, and access to extensive career development opportunities, including funded professional qualifications, employees are empowered to thrive in their roles. Located in Southampton, the MCA fosters a diverse and inclusive environment, ensuring that every team member feels valued and supported while contributing to a world-class customer service strategy.
Contact Details:
Maritime and Coastguard Agency Recruitment Team
StudySmarter Expert Advice🤫
We think this is how you could land Customer Contact Manager in Southampton
✨Tip Number 1
Network like a pro! Reach out to current or former employees at the Maritime and Coastguard Agency. A friendly chat can give us insider info on the company culture and what they really value in a Customer Contact Manager.
✨Tip Number 2
Prepare for the interview by practising common questions related to leadership and customer service. We recommend using the STAR method to structure your answers, showcasing your experience in leading teams and achieving KPIs.
✨Tip Number 3
Showcase your passion for customer service! During interviews, share specific examples of how you've improved customer experiences in previous roles. This will help us see your commitment to delivering outstanding service.
✨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 engage with us directly.
We think you need these skills to ace Customer Contact Manager in Southampton
Some tips for your application 🫡
Tailor Your CV:Make sure your CV is tailored to the Customer Contact Manager role. Highlight your leadership experience and any relevant customer service achievements. We want to see how you can bring your unique skills to our team!
Craft a Compelling Cover Letter:Your cover letter is your chance to shine! Use it to explain why you're passionate about this role and how your experience aligns with our mission at the Maritime and Coastguard Agency. Keep it engaging and personal!
Showcase Your Achievements:When detailing your past roles, focus on specific achievements that demonstrate your ability to lead teams and improve customer service. Numbers speak volumes, so include metrics where possible to show your impact!
Apply Through Our Website:We encourage you to apply through our website for a smooth application process. It’s the best way for us to receive your application and ensures you don’t miss out on any important updates from us!
How to prepare for a job interview at Maritime and Coastguard Agency
✨Know Your Customer Service Inside Out
Make sure you brush up on the latest trends and best practices in customer service. Understand the specific challenges faced by the Maritime and Coastguard Agency and be ready to discuss how your experience aligns with their needs.
✨Showcase Your Leadership Skills
Prepare examples that highlight your leadership style and successes in managing teams. Be ready to discuss how you've motivated staff, improved performance, and achieved KPIs in previous roles.
✨Demonstrate Change Management Experience
Since this role involves managing change programmes, come prepared with specific examples of how you've successfully implemented changes in a customer-facing environment. Highlight any methodologies like Lean Six Sigma that you've used.
✨Engage with Stakeholders
Think about your past experiences in stakeholder engagement. Prepare to share stories that illustrate your interpersonal skills and how you've built effective relationships with both internal and external stakeholders.
