Senior Customer Support and Services Manager - 6-Month Fixed-Term Contract
Mansfield - Hybrid
c-48,200 - -53,556 per annum

Are you a strategic, people-focused leader ready to drive customer service excellence in a public service environment?
Our client, a respected public sector body, is looking for a Senior Customer Support and Services Manager to lead their customer service function. This is a key leadership opportunity to make a tangible impact in a fast-paced, public-facing environment.

About the Role of Senior Customer Support and Services Manager

As the Senior Customer Support and Services Manager, you will be responsible for leading a high-performing team and delivering on our customer plan, with a strong focus on commercial income and customer experience. You will manage and develop a centralised customer support team, overseeing a wide range of customer enquiries across online chat, social media, email, and phone channels. You will also:

• Line management and leadership of the Customer Support & Services team -building a high-performing, customer-focused culture.
• Oversight of day-to-day service delivery and escalation management
• Leading service responses to incidents and emergencies
• Own and deliver the income strategy for a portfolio of report products and services.
• Work closely with the Head of Customer Support and Services on budgeting, forecasting, and financial planning. Income tracking, budget forecasting, and financial performance reporting
• Drive service improvement across departments, ensuring a positive and accessible customer experience.
• Collaboration across departments to align customer service delivery with corporate strategy.
• Identifying and implementing improvements to ensure services are inclusive and effective.
• Deputising for the Head of Customer Strategy & Insights as require.
• Collaborate with the Customer Strategy Coordinator to identify and implement service improvements.
• Manage escalated customer complaints fairly, collaborating with managers and leadership.
• Review and update pricing for products and services.
• Monitor property market trends that could affect income and report findings with finance.

The ideal candidate for the role Senior Customer Support and Services Manager will have:

We are looking for an experienced leader who brings:

• A solid track record in managing multi-channel customer service teams.
• Ideally 3-5 years of customer management experience
• Strong financial acumen, with experience in budgeting, forecasting, and revenue delivery
• Experience of working with key stakeholders across a wide range of organisations
• Excellent people management skills, with the ability to coach and develop teams.
• A strategic mindset and strong cross-functional collaboration abilities
• Experience in complaint handling, process improvement, and performance analysis
• Experience of driving continuous improvement within customer services
• Emotionally intelligent, with an understanding and concern for others, with the ability to sometimes take a neutral view of emotive and distressing issues.
• Familiarity with the public sector or property services is desirable but not essential.

Interested?? Call TurnerFox Recruitment on (phone number removed) or email your CV.

Unfortunately, due to the volume of applications received we are unable to respond with feedback to all applicants. If you have not heard from us via telephone or email within 3 days, please assume that your application has been unsuccessful on this occasion.

Thank you for applying with us. TurnerFox Recruitment Team

Keywords for this role: Customer Service Manager / Customer Service Team Leader / Customer Service / Senior Customer Service Advisor / Service Manager / Public Sector Customer Service Manager / Level 1 Complaints Handling / Level 2 Complaints Handling / Customer Experience Manager / Customer Service Strategy / Customer Complaints Management / Multi-Channel Customer Support / Customer Service Leadership Role