Senior Customer Service Manager

Who are we? We're a specialist employee benefits provider, striving to create healthy, happy workplaces. As part of the international Unum Group, we're on a collective mission to help the working world thrive.

What will you be doing?

Location: Basingstoke / Hybrid - 3 days per week office-based

Lead the future of customer service. We're on a mission to create healthier, happier workplaces by delivering exceptional support and service to our customers.

We're looking for an experienced Senior Customer Service Manager to lead our frontline customer operation and help shape how customers interact with us across every stage of their journey.

Key Responsibilities

• Lead customer service delivery across phone, web chat and email channels.
• Ensure high-quality, consistent support for all customers.
• Drive first-contact resolution and reduce repeat enquiries.
• Manage complaints, vulnerable customer cases and complex issues effectively.
• Improve digital adoption by supporting customers with self service tools, portals and apps.
• Identify and remove customer journey friction points.
• Use customer feedback and insights to improve services and processes.
• Lead, coach and develop a high-performing customer service team.
• Build capability in customer service, product knowledge, digital support and risk awareness.
• Collaborate across Operations, Product, Digital, IT, Distribution, Risk and Compliance teams.

About You

We're looking for an experienced customer service leader who combines operational excellence with a passion for customer experience and continuous improvement.

• Senior leadership experience within a contact centre, customer service or regulated environment, with proven success leading multi channel customer service teams.
• Strong understanding of customer journeys, digital servicing and operational processes.
• Experience using data and insight to improve performance and manage demand.
• The ability to turn customer feedback and insight into practical improvements.
• Knowledge of regulated environments, including complaints handling, conduct risk and data protection.
• Experience leading change and transformation across service and digital environments.

Why Join Us?

In return, you'll have the opportunity to shape customer experiences within a purpose-driven organisation that values innovation, collaboration and continuous improvement.

Benefits

• Competitive salary and bonus opportunity
• Pension scheme
• Life assurance, medical insurance and income protection
• Access to remote GP services
• Nutrition coaching and personal training support
• Unlimited mental health support
• Medical second opinion service
• 27 days annual leave plus Bank Holidays
• The option to buy or sell up to 5 days' holiday
• Salary sacrifice electric vehicle scheme
• Free electric vehicle charging at our offices

Disability Confident Statement

As a part of our commitment to creating an inclusive workplace, we actively encourage applications from those with disabilities and those with long term health conditions. If you meet the essential criteria for the role and choose to opt in to the scheme during your application, you will be offered an interview under the Disability Confident Scheme. If you need assistance and/or reasonable accommodation due to a disability during the application or recruiting process, please send a request to . We are proud to be a Disability Confident Employer.