Customer Service Manager

Customer Service Manager

• Location: Peterborough
• Salary: 45-50K + Car + Pension
• Contract: Full-time, permanent - 1 Day WFH upon successful completion of probation

Join a leading B2B solutions provider in the UK, as their Customer Service Manager. This senior role is based in our Peterborough office, where you will lead a team of approximately 25 employees, focusing on operations and customer service excellence. This position reports directly to the CEO and offers a competitive salary package including a company car and pension.

Day-to-day of the role:

• Provide leadership and direction to the technical and customer service departments, fostering a high-performing, customer-focused culture.
• Manage the entire warranty claims process, ensuring efficient assessment, authorisation, and resolution in line with warranty terms.
• Oversee customer service operations, ensuring all customers receive professional and empathetic support throughout their warranty process.
• Develop and maintain operational KPIs across warranty and customer service, producing regular performance reports for the board.
• Ensure compliance with company policies, contractual obligations, and regulatory requirements across all operations.

Required Skills & Qualifications:

• Proven experience as an operations or customer service manager, ideally within the motor warranty, automotive, insurance, or related sectors.
• Strong leadership skills with experience managing teams of 20+ employees, including managers and frontline staff.
• Expertise in setting KPIs and using performance data to drive results.
• Experience in managing complex customer complaints and escalations.
• Excellent communication and interpersonal skills, with the ability to manage competing operational priorities.
• Resilience under pressure, with a strong problem-solving approach and commitment to process improvement.

Benefits:

• Competitive salary package including a company car and pension.
• 25 days annual leave + Bank Holidays + Your birthday off!
• Opportunity to lead and develop a significant operational function within a growing company.
• Engage in a role that allows you to shape the customer experience and operational performance significantly.

How to apply:

If you are interested in the Operations & Customer Service Manager position and meet the qualifications, please send your CV along with a brief covering note outlining your relevant experience and what draws you to the role. Applications are treated in confidence.