At a Glance
- Tasks: Lead a dynamic customer service team and shape our customer strategy.
- Company: Join the Mining Remediation Authority, making a real difference in communities.
- Benefits: Enjoy hybrid working, generous leave, and professional development opportunities.
- Other info: Be part of an inclusive organisation committed to community well-being.
- Why this job: Make a lasting impact on customer experience while leading a respected team.
- Qualifications: Experience in customer service leadership and strong communication skills required.
The predicted salary is between 45000 - 55000 £ per year.
About You
12‑Month Fixed‑Term Contract. Help shape the future of customer experience. Are you passionate about delivering exceptional customer service and creating positive outcomes for customers, communities and stakeholders? You’ll be an experienced customer service leader who combines strategic thinking with a practical, hands‑on approach. You’ll enjoy tackling complex issues, piecing together information from multiple sources and finding solutions that deliver the best possible outcome for customers and stakeholders.
We’re looking for someone who:
- Has significant experience in a senior customer service, customer experience or customer strategy leadership role, ideally within a complex organisation.
- Has experience managing complex correspondence, complaints or customer cases, often involving technical or sensitive issues.
- Can confidently write and review communications for a wide range of audiences, from general customer enquiries through to Executive and Government‑level correspondence.
- Understands how to translate complex information into clear, accessible language that informs, reassures and builds trust.
- Is a confident and empathetic people leader who can build, coach and inspire high‑performing teams.
- Leads with integrity, energy and a strong set of values.
- Has a continuous improvement mindset and understands how technology can be used to improve efficiency, effectiveness and customer outcomes.
- Understands how excellent customer service contributes to wider organisational and commercial objectives, balancing customer outcomes with business needs.
- Thrives on challenge and enjoys balancing strategic priorities with day‑to‑day operational leadership.
Most importantly, you’re someone who genuinely cares about customers, enjoys making a difference and wants to work in a role where you’ll be challenged and valued in equal measure.
About The Role
This is an exciting opportunity to lead a highly respected customer correspondence, incident support and complaints team while helping to shape and deliver our strategic customer plan. You’ll join an organisation already recognised for service excellence through the Institute of Customer Service’s SERVICEMARK accreditation and play a key role in taking our customer experience to the next level. This is a role with genuine influence. You’ll be trusted to balance strategic thinking with operational delivery, helping to embed a customer‑focused culture across the organisation while ensuring we continue to provide fair, responsive and high‑quality support to our customers.
As Senior Customer Strategy and Support Manager, you’ll lead our established customer correspondence, incident support and complaints team and play a key role in bringing our customer plan to life. You’ll be responsible for both the strategic direction and operational delivery of the service, ensuring we continue to meet the high standards our customers expect while identifying opportunities for improvement and innovation. Working closely with colleagues across the organisation, you’ll help strengthen our customer‑focused culture, use customer insight to drive change and ensure every interaction reflects our values and commitment to service excellence.
Key responsibilities include:
- Leading the development and delivery of customer strategy and continuous improvement initiatives.
- Managing complex correspondence, incidents and complaints, ensuring fair, consistent and customer‑focused outcomes.
- Overseeing formal communications with a range of audiences, including customers, stakeholders, local authorities, Government departments and Executive teams.
- Translating complex and highly technical information into clear, accessible and engaging communications.
- Identifying opportunities to improve efficiency, effectiveness and customer outcomes through process improvement, insight and technology.
- Leading, coaching and developing a high‑performing customer‑focused team.
- Building strong relationships across the organisation to influence and embed best practice in customer experience.
- Supporting the delivery of organisational and commercial objectives by ensuring customer needs, insight and experience inform service delivery and decision‑making.
We don’t expect candidates to meet every single desired qualification. If your experience looks a little different from what we’ve identified and you think you can bring value to the role, we’d love to learn more about you!
Why Join Us?
This is an opportunity to shape how we engage with customers across the organisation while leading a team that already has a strong reputation for service excellence. You’ll have the freedom to influence, improve and innovate, working alongside passionate colleagues who believe in putting customers at the heart of everything they do. If you’re looking for a role where you can make a lasting impact on customers, services and organisational culture, we’d love to hear from you.
To find out more about the role, please take a look at the job description.
Role location: Hybrid working (on average 2 days working out of our Mansfield office).
Schedule:
- Application closing date: 12th July 2026
- Sifting date: Monday 13th July 2026
- Interviews: w/c 13th and 20th July 2026 (If you are unavailable on these interview dates, please make us aware and we will look at alternative dates).
Security: Successful candidates must pass basic security checks and will be subject to UK Immigration requirements.
About Mining Remediation Authority
At the Mining Remediation Authority, you’ll do meaningful work that improves people’s lives and protects the environment, while building a sustainable and balanced career. We work from managing mining hazards to protecting the environment, and we’re also playing an exciting role in the future of energy, helping to unlock mine water heat as a sustainable source to support the UK’s net zero ambitions.
Benefits:
- Flexibility that fits your life – hybrid working and flexibility in how you manage your time.
- Financial security for your future – including a pension with up to 29% employer contribution.
- Time to recharge – 27.5 days’ annual leave plus bank holidays, with options to flex more days.
- Support through life’s big moments – generous family leave and flexibility when you need it most.
- Opportunities to grow – funded learning, development and professional subscriptions.
- Wellbeing support you can use every day – including a monthly wellbeing allowance, confidential support and practical health benefits.
Find out more about our full range of benefits and what it’s like to work with us: Here Life page
About us
We make a real difference to people and places across Great Britain. From managing mining hazards to protecting the environment, our work keeps communities safe. We’re a knowledge‑based, collaborative and committed organisation for doing the right thing for each other and for the communities we serve.
Why this matters
You’ll be joining an organisation that’s proud of the impact we make. We’re supportive, inclusive and genuinely care about delivering the right outcomes for communities across England, Scotland and Wales.
Inclusion matters to us
We’re committed to building a workforce that reflects the diversity of the communities we serve, and we welcome applications from everyone. We offer a guaranteed interview scheme for disabled applicants and those from minority ethnic backgrounds who meet the minimum criteria. If you need any adjustments as part of the recruitment process, please contact us at Recruitment@MiningRemediation.gov.uk or call 01623 637000 – we’re here to support you.
Senior Customer Service Manager - 12 month Fixed Term in Mansfield employer: The Coal Authority
At the Mining Remediation Authority, we pride ourselves on being an exceptional employer that values meaningful work and employee well-being. With a strong commitment to customer service excellence, our hybrid working model offers flexibility, while our generous benefits package, including a substantial pension contribution and professional development opportunities, ensures that you can thrive both personally and professionally. Join us in making a positive impact on communities and the environment, all within a supportive and inclusive culture that champions growth and innovation.
StudySmarter Expert Advice🤫
We think this is how you could land Senior Customer Service Manager - 12 month Fixed Term in Mansfield
✨Get Social with Customer Support Communities
Join customer support groups on platforms like Facebook or Reddit. They often share job openings or temp opportunities. Engaging with these communities can help you learn more about the specific skills and experiences employers are looking for, plus you'll meet folks who might know about openings at companies like The Coal Authority.
✨Leverage Seasonal Hiring Trends
Since customer support roles can spike during busy seasons (think holidays and sales periods), keep an eye out for timelines when companies ramp up hiring. Make sure to apply early and stay active; sending a quick follow-up a week after applying can show your enthusiasm for the role.
✨Flex Your Communication Skills
In customer support, communication is key! Prepare for hypothetical scenarios that test your problem-solving and customer interaction skills. Practising answers to common role-play questions can really help you shine in interviews—trust us, it makes a difference!
✨Make the Most of Job Boards
Use industry-specific job boards like Glassdoor or Indeed to find temporary roles. Don’t forget to set up alerts for customer support positions at companies like The Coal Authority. The earlier you apply, the better your chances, so keep your finger on the pulse!
We think you need these skills to ace Senior Customer Service Manager - 12 month Fixed Term in Mansfield
Some tips for your application 🫡
Highlight Your Communication Skills:In customer support, top-notch communication is key. Make sure your CV showcases any previous experience where you’ve had to clearly convey information or resolve issues. If you’ve handled customer queries via email or chat, mention it! Let’s see those strong verbal and written skills shine through.
Showcase Problem-Solving Experience:Employers love to see how you've handled tricky situations. Include examples in your application where you’ve tackled customer concerns or had to think on your feet. It's all about proving you can keep cool under pressure and find solutions—something super important in a temporary customer support role!
Tailor Your Approach for Temporary Roles:Since this is a temporary gig, make sure your cover letter emphasises your flexibility and eagerness to dive right in. Mention that you're ready to hit the ground running and are adaptable to new tools or systems—this shows that you understand the urgency often needed in temporary positions.
Proof of Customer Satisfaction:If you’ve got any quantifiable achievements from past customer support roles, like improved customer satisfaction scores or successful project completions, make sure to include them. Numbers speak volumes! This not only shows your capability but also gives us a reason to believe you'll bring that same success to The Coal Authority.
How to prepare for a job interview at The Coal Authority
✨Master the Customer Interaction Game
In customer support, we need to showcase our people skills. Prepare for role-playing scenarios where you'll demonstrate how to handle difficult customers or resolve complaints. Think about the types of issues common in The Coal Authority's industry and how you can respond empathetically and effectively!
✨Know Your Products Inside Out
For a temporary role, it's crucial to familiarize yourself with the products or services The Coal Authority offers. Brush up on key features, common issues, and FAQs. This knowledge will enable you to respond quickly and confidently to customer queries, showing you’re ready to jump in at a moment’s notice!
✨Flexibility is Key - Emphasise Your Adaptability!
Since this is a temporary role, we're looking to convey how quickly we can adapt to new systems or processes. Be ready to share examples of how you've quickly learned new tools or adjusted to changing environments in past roles. Show them you're the go-to person when the pressure's on!
✨Prepare for Quick Conversational Q&A
You might face a rapid-fire round of questions about customer service principles or how you'd handle specific situations. To ace this, think through different customer scenarios ahead of time, and practice your responses to ensure they're concise and impactful. The aim is to demonstrate your quick thinking and problem-solving skills!
