Senior Customer Service Manager
Core
Lead frontline customer operations and shape customer interactions across phone, web chat, and email channels for a specialist employee benefits provider.
Role type
Senior Customer Service Manager
Builds
Customer service delivery, digital adoption of self-service tools, and high-performing teams
Domain
Employee benefits / Insurance / Contact Centre
Deliverable
production ML models | product features | dashboards & analysis | research | client delivery | infrastructure | physical/clinical work
Required skills
Senior leadership in contact centres, multi-channel service management, complaints handling, digital transformation, data-driven performance improvement, regulated environment knowledge, change management
Preferred skills
Experience with vulnerable customer cases, cross-functional collaboration with Product/IT/Compliance, operational excellence
Technologies
Contact centre platforms, self-service portals, apps, data analytics tools
Responsibilities
Lead customer service delivery across phone, web chat and email channels; Ensure high-quality, consistent support; Drive first-contact resolution; Manage complaints and complex issues; Improve digital adoption; Identify journey friction points; Lead, coach and develop teams
Seniority
Senior, hands-on IC with leadership mandate
