Customer Services Manager
| Posting date: | 13 March 2026 |
|---|---|
| Salary: | £40,000.0 to £43,000.0 per year |
| Additional salary information: | Based on Experience |
| Hours: | Full time |
| Closing date: | 12 April 2026 |
| Location: | Enderby, Leicestershire, LE19 1UE |
| Company: | Hays Specialist Recruitment |
| Job type: | Permanent |
| Job reference: | 4779254_1773401186 |
Summary
Customer Service Manager
Salary: £40,000+ per annum
Department: Customer Experience
Location: Leicester Office (with 1 day home working)
Hours: 37.5 hours per week
Role Purpose
The Customer Service Manager is responsible for defining and delivering a high-impact vision for Customer Services and Supplier Management within our client's Dealer Wholesale business. You will lead to optimise existing operations and implement new, scalable solutions that support the company's commercial growth.
Key Accountabilities
- Team Excellence: Lead the Customer Services function to foster a culture of professionalism, high performance, and continuous development.
- Escalation Lead: Act as the primary subject-matter expert for complex queries, ensuring timely resolution and stakeholder communication.
- Performance Management: Implement robust staff development processes, including regular appraisals, competency assessments, and training programs.
- Journey Optimisation: Deliver "best-in-class" customer journeys, balancing the "human touch" with efficient automation and self-service options.
- Quality Assurance: Build and maintain a combined Operational Excellence and Quality Assurance program.
- Governance: Manage the company complaints process and maintain critical documentation, including the Dealer Portfolio Management Procedure.
- Commercial Acumen: Contribute to budgets, forecasts, and targets; ensure the function supports broader business success.
- Risk & Compliance: Identify and mitigate operational risks; ensure all activities comply with legislation and internal policies.
Skills & Experience
- Proven Leadership: Extensive experience managing and developing Customer Service teams to meet business targets.
- Operational Improvement: Expertise in driving efficiencies via process improvement, automation, and change management.
- Technical Literacy: Experience delivering IT change within a department; Advanced Excel skills (formulae, data analysis) are required.
- Stakeholder Management: Ability to influence both internal executives and external suppliers/partners.
Personal Attributes
- Adaptive: Thrives in a dynamic, expanding business environment.
- Persuasive: Articulate and diplomatic, with the ability to provide independent thought while supporting commercial goals.
- Principled: Committed to honesty, integrity, and delivering fair outcomes for customers.
Regulatory Knowledge
A comprehensive understanding of:
- Anti-Money Laundering (AML) & Financial Crime and Data Protection (GDPR).
What you need to do now
If you're interested in this role, click 'apply now' to forward an up-to-date copy of your CV, or call us now.
If this job isn't quite right for you, but you are looking for a new position, please contact us for a confidential discussion about your career.
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