Customer Services Manager - Home Department

Shift: Tuesday 3.30pm to 9pm, Wednesday to Friday 2pm to 9pm & Saturday 8am to 6pm (36 hours per week)
Salary: £30,073 per annum
Location: Radar Road, Leicester

The role:

As a Customer Service Manager within our Home department, you’ll lead, motivate, and develop a team of passionate Advisors to deliver best-in-class service. Working collaboratively with the wider Operations team, you’ll drive performance, support continuous improvement, and create a positive culture where colleagues can thrive. You’ll lead by example, keep the customer at the heart of every decision, and make a real impact on both customer experience and team success.

What you’ll take on:

• Motivating & Coaching: Support your team daily, ensuring they achieve best-in-class standards through encouragement and expert guidance.
• Developing Talent: Set clear objectives, provide meaningful feedback, and run engaging 1-2-1s to help your team grow.
• Driving Performance: Manage attendance and performance challenges with a proactive approach, using HR procedures where needed.
• Customer Focused: Regularly review customer interactions, low-scoring surveys, and unresolved cases, taking swift action to improve outcomes.
• Drive Recruitment: Support the recruitment process to ensure the right talent is brought into the team.
• Lead by Example: Stay hands-on by assisting with customer calls when needed, staying in touch with the day-to-day operations.
• Ensure Performance: Provide support to the Duty Desk as required, ensuring SLA and Lost Calls remain within target.
• Collaborative Leadership: Work closely with peers and Senior Managers to ensure smooth handovers and clear priorities.
• Maintain Service Excellence: Partner with your Assistant Operations Manager to monitor staffing levels and service targets, ensuring they consistently meet expectations.
• HR Collaboration: Alongside HR, you’ll lead investigations and disciplinary hearings as needed, ensuring fair and consistent processes.
  

What you'll bring:

• Customer Service Leadership: Deliver best-in-class service by keeping customers at the heart of every decision.
• Motivating & Coaching: Inspire teams through leading by example, coaching, and providing daily support.
• Collaborative Leadership: Build positive teams with a can-do attitude focused on shared goals.
• Data-Driven Decisions: Use Power BI and data insights to make targeted decisions and improve performance.
• Embracing Change: Stay flexible, committed, and adaptable to changing priorities and business needs.
• Planning & Organisation: Effectively plan, organise, and prioritise workloads to meet changing demands.
• Performance Improvement: Use data and insights to identify opportunities and drive service improvements.
  

What’s NEXT:

Press the apply button now to start your application. Once you have applied for the job, we will initially consider your skills and experience based on your CV and application. If you match our criteria we will be in touch regarding the next steps.

All successful applicants will be subject to criminal & credit checks in line with our Reference Policy. In order to apply for this position you must not have had an unsuccessful application for a similar role in 6 months.

In accordance with Home Office guidance successful candidates will be required to evidence their right to work in the UK before commencement of employment. This role is not one we would typically consider for sponsorship under the Skilled Worker route due to, for example, the relevant Home Office requirements on skills level, not being met. Candidates are therefore encouraged to consider their own right to work options without Next sponsorship.