Do you have experience leading and developing teams within a customer service or contact centre environment? Are you confident using data, KPIs, and performance measures to drive service improvements? Are you passionate about delivering excellent customer experiences while coaching others to succeed?
We're looking for an experienced and people-focused Customer Services Manager to lead, inspire, and support a team of Customer Services Advisors. This is an exciting opportunity for a passionate customer service professional who thrives on developing people, delivering exceptional service, and driving continuous improvement.
This is a pivotal leadership position where you'll play a key role in supporting our customers, driving service excellence, developing talented teams, and contributing to the successful integration and ongoing evolution of our customer services function. If you're passionate about people, performance, and putting customers at the heart of everything you do, this is your opportunity to be part of a transformative period in our journey.
Location: Dereham
Hours: Full Time - 37 hpw - Monday to Friday worked on a 2 week rotation
Contract: Permanent
Please note 2 week rotation is - Week 1 08:00 - 16:30, Week 2 10:00 - 18:30
Lead, motivate, and develop a team of Customer Services Advisors to deliver exceptional customer experiences.
Manage day-to-day service operations and ensure performance targets are achieved.
Coach and support colleagues to build confidence, capability, and service excellence.
Work closely with Operations Managers and wider teams to deliver service improvements and support organisational change.
Monitor service performance through KPIs, reporting, and analysis to identify opportunities for improvement.
Use customer insights and operational data to drive continuous improvement initiatives.
Promote best practice and create a positive, high-performing team culture.
Previous experience in a customer service, contact centre, or service management role.
Proven people management and coaching experience.
Strong communication and stakeholder management skills.
Ability to manage performance and remain calm under pressure.
Experience analysing data and using insights to improve service delivery.
Good working knowledge of Microsoft Office applications.
A proactive mindset with a passion for continuous improvement and customer satisfaction.
For full details about the role and its responsibilities, click here to view the Customer Service Manager - The Part I Play document.
Opportunity to lead and develop a dedicated customer service team.
A role where your ideas and leadership will directly influence service improvements.
Ongoing professional development and career growth opportunities.
Exposure to wider business functions and the opportunity to build strong cross-functional relationships.
Competitive salary - £38352.63 per annum
25 days holiday + Bank Holidays (increasing to 28 days after 5 years service)
Family Friendly policies
Health and Wellbeing support
For full benefit details, click here.
To apply please click "apply online" below. You will be asked to attach your CV (in MS Word or PDF format) and provide a supporting statement, outlining why you’re the right person for the job.
Closing Date: 2nd August 2026 (Midnight)
First Interview Dates: 11th and 12th August - King Street office, Norwich
About Us
Flagship Bromford Flagship Livewest. By joining us, you become part of a one of the largest housing providers in the UK - delivering community-focused services across the East, Central and South West of England. We manage approximately 120,000 homes, serving around 300,000 customers, and with firm ambitions to deliver an additional 50,000 new homes by 2040.
