In this role you’ll coach and support the Customer Service Team, oversee performance against service standards and SLAs, and drive continuous improvement, helping us deliver an excellent experience for members and centres.

Key responsibilities

• Lead the day-to-day operation of Centre Services and the Membership Contact Centre, ensuring a responsive and professional service.
• Manage team performance against agreed service standards, SLAs and regulatory requirements.
• Set clear objectives aligned to KPIs; coach, support and performance-manage team members.
• Plan and manage resourcing, capacity, absence and workload to meet customer demand.
• Monitor customer satisfaction and complaints, identifying trends and driving service improvements.
• Ensure customer communications and processes are clear, accurate and customer-friendly across all channels (phone, email and systems).
• Act as an escalation point for complex customer and centre queries, supporting resolution and appropriate routing where required.
• Identify and lead operational improvement initiatives to enhance efficiency, quality and customer outcomes.
• Work collaboratively with Commercial, Compliance, Product, Finance and other teams to support departmental and organisational objectives.

What we’re looking for

• Experience supervising or leading a customer service team (contact centre and/or multi-channel environment).
• Strong coaching and people-management skills, with confidence setting expectations and managing performance.
• Experience working to service standards/SLAs and using data to monitor performance and improve outcomes.
• Excellent communication skills and a calm, solutions-focused approach to escalations.
• Organised and detail-oriented, with the ability to manage competing priorities and maintain quality and compliance.
• Collaborative mindset and proven ability to work effectively with stakeholders across a business.

Benefits

• We offer a competitive salary and a great benefits package, including:
  
• 8% non-contributory pension
  
• 28 days’ annual leave plus bank holidays
  
• Private healthcare for you and your spouse/partner (opt-in)
  
• Remote GP service (opt-in)
  
• Medical cashback scheme (opt-in)
  
• Death in service benefit (3x salary)
  
• Professional membership paid
  
• Annual training and development fund

We’re committed to creating an equitable and inclusive workplace. If you need any reasonable adjustments at any stage of the recruitment process, please let us know and we’ll be happy to support you.