At a Glance
- Tasks: Lead and develop a passionate Customer Care team to deliver exceptional experiences.
- Company: Join a forward-thinking company shaping the future of Customer Care.
- Benefits: Competitive salary, career growth, and the chance to make a real impact.
- Other info: Dynamic role with opportunities for coaching and continuous improvement.
- Why this job: Be a key player in enhancing customer relationships and driving service excellence.
- Qualifications: 3+ years in customer care leadership and strong communication skills.
The predicted salary is between 45000 - 55000 £ per year.
Help us deliver exceptional customer experiences and shape the future of Customer Care
Do you bring energy, enthusiasm and a customer-first mindset to everything you do?
We're looking for an experienced Customer Care Manager to lead and develop our Customer Care function, bringing together support leadership, customer success and service delivery.
This is a fantastic opportunity to shape how we care for our customers and support our people.
Working closely with the CEO and Senior Leadership Team, you'll lead a passionate team, strengthen client relationships, drive service excellence and help define the future of Customer Care at PDMS.
You'll be a natural leader who loves bringing people together, solving problems, improving processes and creating exceptional customer experiences.
Whether you're coaching your team, developing new ways of working or supporting customers through critical moments, you'll bring positivity, resilience and a can-do attitude every day.
We're looking for someone who is enthusiastic, proactive and genuinely excited about making a difference.
Where you fit in
In this role you will
- Lead, coach and develop the Customer Care team.
- Own and evolve PDMS' Customer Care strategy and approach.
- Ensure excellent service delivery, SLA compliance and customer satisfaction.
- Act as a senior escalation point for customers and support team.
- Drive continuous improvement across Customer Care processes and standards.
- Build strong customer relationships and lead service reviews.
- Support contract renewals, retention activities and commercial decision making.
- Collaborate with Professional Services, R&D and Sales & Marketing functions to ensure a joined-up customer experience.
- Establish meaningful KPIs and provide management insight on team and customer performance.
- What we'd like you to bring
- Leadership experience within Customer Care, Support, Service Delivery or a similar function.
- Strong understanding of customer support, SLAs, contracts and renewals.
- 3+ years’ experience with helpdesk or ITSM platforms and escalation management.
- 2+ years of people management.
- Excellent communication and stakeholder management skills.
- Strong coaching, mentoring and people development capability.
- Commercial awareness and the ability to balance customer and business needs.
- Strong organisational skills and the ability to prioritise effectively.
- Experience in a software, Saa S or Managed Services environment.
It would be great if you also have
- ITIL certification.
- Experience of AI-enabled service operations.
- Leadership qualifications or training.
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Customer Care Manager in Douglas employer: PDMS
At PDMS, we pride ourselves on being an exceptional employer, offering a dynamic and supportive work culture that empowers our Account Managers to thrive. With competitive salaries, a robust commission scheme, and generous benefits including private healthcare and opportunities for personal development, we ensure our employees are well-equipped to succeed. Our commitment to flexibility and a relaxed working environment, combined with the chance to forge meaningful partnerships in the technology sector, makes PDMS an ideal place for ambitious professionals looking to make a significant impact.
