Job Description

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Job reference 331814
Customer Service Manager
Salary from 42,064, 10% annual bonus potential, 25 days annual leave, plus bank holidays, rising with service and a company pension scheme with highly competitive contribution rates
Permanent, Full time
Dearne Contact Centre
Are you a dynamic leader with a passion for customer service and team development? We're looking for a Customer Service Manager to lead our Team Leaders and Advisors at the Dearne Contact Centre. This is a high-impact role focused on delivering customer satisfaction, performance improvement, and operational efficiency.
About the Role
Reporting to the Head of Desk and Field, you'll manage a team of Team Leaders to deliver contractual service KPIs and business targets. You'll drive engagement, coach leaders, and champion change in a fast-paced environment.
Key Responsibilities:

• Deliver service KPIs including GOS, utilisation, and customer satisfaction
• Achieve people engagement, cost reduction, and headcount targets
• Coach and support Team Leaders to improve quality and performance
• Lead and motivate the team, maintaining high morale and ownership
• Drive customer satisfaction through issue resolution and resource alignment
• Implement best practices and contingency plans across the network

Your team currently operates on a Monday to Saturday working week. While the role is likely to be mostly Monday to Friday this could be subject to change and there may be a requirement to work weekends.
About You
You're a results-driven leader with a strong background in customer service and coaching. You thrive in high-pressure environments and bring energy, focus, and a commitment to excellence.
What You'll Bring:

• Proven experience in customer service and delivering performance targets
• Strong leadership and coaching skills with a passion for developing people
• Excellent communication and negotiation abilities
• High customer focus and professionalism
• Resilience, adaptability, and a "can-do" attitude

Extra Benefits

• Family friendly support - enhanced maternity pay, paternity leave, adoption leave and shared parental leave
• Discounts and offers - there are more than 800 offers to help you save on things like groceries, days out, holidays and your household bills*.
• Supportive and generous company sick pay
• Your Wellbeing - you and your family have 24/7 access to services and tools to help you get the most out of life. From your physical and mental health to financial and social support and advice. It's free, and it's for everyone.

*Available only to perm employees
Next Steps
The next stage of the selection process will be a face to face interview consisting of competency based and role specific questions along with a Management Scenarios task. We plan to hold interviews on w/c 3rd October at Dearne House.
Trust is the foundation of Royal Mail. We aim to be transparent about the qualities we seek and what a career with us entails, building trust from the start of your journey with us. Your interview is the first step, and we want you to shine. To help you prepare, we'll provide your interview questions in advance, so you can have your best examples ready. At Royal Mail Group, we value trust and our people.
We understand that candidates may not meet all the criteria for the role. If your experience is different, but you have relevant skills we'd love to hear from you.
Royal Mail Group is committed to inclusion and representing the diverse communities we serve. We welcome applications from all individuals. As a proud Gold signatory to the Armed Forces Covenant, we especially encourage applications from the Armed Forces community, including cadet instructors and spouses/partners.
We are committed to ensuring an inclusive recruitment process. If you require any adjustments to support you during the hiring process, please discuss these with your recruiter when contacted.
We are Forces family friendly and a Gold signatory to the Armed Forces Covenant. We welcome applications from ex-Armed Forces personnel, reservists, veterans, cadet instructors and military spouses/partners.
For more information on Royal Mail Group and our values please click here:
Closing Date: 26th October. Please note, this advert may close early if the appropriate number of applications has been reached.
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Skills Required