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- Tasks: Lead a dynamic customer service team to deliver top-notch support and manage performance.
- Company: Join the Maritime and Coastguard Agency, promoting the UK flag worldwide.
- Benefits: Enjoy a competitive salary, generous pension, flexible working, and 25+ days of leave.
- Why this job: Make a real difference in customer service while developing your leadership skills.
- Qualifications: Proven experience in customer service management and excellent communication skills required.
- Other info: Be part of a diverse team with great career development opportunities.
The predicted salary is between 25000 - 35000 £ per year.
Maritime and Coastguard Agency
Apply before 11:55 pm on Wednesday 11th February 2026
Location: Cardiff (Hybrid)
Salary: £30,485 (Plus a weekend working allowance of £1,000 p.a.)
A Civil Service Pension with an employer contribution of 28.97%
Contract Type: Permanent – Flexible working, Full-time, Job share, Part-time
Available Positions: 1
The UK Ship Register (UKSR) is part of the Maritime and Coastguard Agency (MCA) and works to promote the UK flag worldwide. Within the UKSR the Registry of Shipping & Seaman (RSS) in Cardiff is responsible for providing front-line Customer Service and the issuing of Ships Registration and Seafarers Documentation.
Reporting to the Customer Contact Manager, the Customer Service Manager is responsible for the delivery of first-class customer service through management of front-line, multiskilled customer service teams. Pro-actively managing performance to ensure customer needs and MCA Service standards are met. Managing flexible deployment of staff to cover customer demand and implementing initiatives to support MCA corporate objectives and staff development. Engaging and developing staff, ensuring a focused and high-quality customer centric workforce.
Top Responsibilities
- Direct line management of a multi-skilled Customer Service team with indirect responsibility for Customer Service Agents outside the team during rota'd shifts (including early morning, evening and weekends).
- Responsible for ensuring MCA Service Standards are met through daily performance monitoring and analysis, coaching and development of teams.
- Monitor the team and customer-driven online activity, pro-actively managing resource to achieve gold standard customer service by aiming for a departmental Abandon Rate of 3% and Service level above 85%. Put in place action plans as required for team members who are not meeting productivity targets, providing support and coaching as required.
- Monitor the team workload and pro-actively manage resource to achieve SLAs for customer requests ensuring GDPR compliance at all times.
- Manage escalated complaints or staff referrals for complex applications and customer enquiries.
- Participate in recruitment campaigns as required by the Customer Contact Manager.
- Work as part of a management team as directed to co-ordinate corporate projects, share best practice, provide support and ensure consistency and resource cover across the department.
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:
- An excellent and proven track record of managing in and providing high quality customer service in a fast paced, contact centre environment is essential.
- Demonstrable experience of effectively managing a team and providing leadership and direction in a Customer Service environment.
- Professional and effective approach with excellent communication skills.
- Demonstrable experience of managing SLAs and KPIs.
- Experienced IT user with demonstrated use of Microsoft office packages.
Additional Information
The Contact Centre operates 7 days per week:
Mon – Fri 7.30am – 6.00pm
Sat – Sun 9.00am – 4.00pm
This role participates in a rota which covers the opening hours including early starts and late finishes. There is also a requirement to work 1 in 6 weekends on a rota basis, though this may become more frequent depending on staffing levels, and some bank holidays.
How to Apply
Read the full description and apply at CS Jobs using the link provided.
This vacancy closes at 23:55 on Wednesday 11th February 2026
Customer Service Manager in Cardiff employer: Maritime & Coastguard Agency
Contact Detail:
Maritime & Coastguard Agency Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Customer Service Manager in Cardiff
✨Tip Number 1
Network like a pro! Reach out to current or former employees at the Maritime and Coastguard Agency on LinkedIn. A friendly chat can give us insider info about the company culture and what they really value in a Customer Service Manager.
✨Tip Number 2
Prepare for the interview by practising common questions related to customer service management. We should focus on our experience with KPIs and SLAs, as well as how we’ve handled tough customer situations in the past.
✨Tip Number 3
Showcase our leadership skills! During interviews, let’s share specific examples of how we’ve successfully managed teams and improved customer service standards. This will help us stand out as a strong candidate.
✨Tip Number 4
Don’t forget to follow up after the interview! A quick thank-you email reiterating our enthusiasm for the role can leave a lasting impression. Plus, it shows we’re genuinely interested in joining their team.
We think you need these skills to ace Customer Service Manager in Cardiff
Some tips for your application 🫡
Tailor Your Application: Make sure to customise your application to highlight how your experience aligns with the Customer Service Manager role. Use keywords from the job description to show that you understand what we're looking for.
Showcase Your Leadership Skills: Since this role involves managing a multi-skilled team, be sure to include examples of your leadership experience. Share specific instances where you've successfully led a team or improved customer service standards.
Be Clear and Concise: Keep your application straightforward and to the point. We appreciate clarity, so avoid jargon and ensure your key achievements stand out. This will help us quickly see why you're a great fit!
Apply Through Our Website: Don't forget to submit your application through our official website! It’s the best way to ensure it gets to us directly and allows you to follow the application process easily.
How to prepare for a job interview at Maritime & Coastguard Agency
✨Know Your Customer Service Standards
Before the interview, make sure you understand the MCA's service standards and how they apply to customer service. Be ready to discuss how you've met similar standards in your previous roles and how you plan to maintain them in this position.
✨Showcase Your Leadership Skills
As a Customer Service Manager, you'll need to demonstrate your ability to lead a team effectively. Prepare examples of how you've managed teams in the past, focusing on coaching, performance monitoring, and achieving KPIs. Highlight any specific initiatives you've implemented that improved team performance.
✨Prepare for Scenario-Based Questions
Expect scenario-based questions that assess your problem-solving skills and ability to handle escalated complaints. Think of specific situations where you successfully resolved customer issues or improved service delivery, and be ready to explain your thought process.
✨Familiarise Yourself with GDPR Compliance
Since the role involves managing customer data, it's crucial to understand GDPR compliance. Brush up on the key principles and be prepared to discuss how you would ensure compliance within your team while maintaining high service levels.
