Customer service manager Work, Jobs in Reading, Eng (with Salaries)

Inbound Service Delivery Lead
Lifetime Legal Ltd —Wokingham
- Up to £36,000 a year
- Full-time
- Continuous improvement
- Organisational skills
- In-person
Quick apply
Business Administrator & Team-leader
Curtains Made Simple Ltd —Oxford
- £35,000 - £42,000 a year
- Part-time
- Management
- Analysis skills
- In-person
- Free parking
- Flexible schedule
Quick apply
Customer Services Manager (Contact Centre)
Healthxchange —Reading
- £40,000 - £45,000 a year
- Monday to Friday
- Team management
- Organisational skills
- Training & development
- Work from home
- Employee assistance programme
5d
Area Care Manager
Helping Hands —Oxford
- £60,000 - £80,000 a year
- Team management
- Training & development
- Leadership
- Annual leave
- Employee assistance programme
Quick apply
Customer Experience Manager
Berkley Care Group —Oxford
- £16.82 an hour
- Full-time
- Business development
- Organisational skills
- Budgeting
- Employee assistance programme
- Employee discount
Customer Success Manager
Mysoft —Church Crookham
- £45,000 - £50,000 a year
- Full-time
- Hybrid work
- CRM software
- Analysis skills
- Travel
- Free parking
- Employee assistance programme
Quick apply
Service Business Operations Manager
Miele —Abingdon
- £45,000 - £50,000 a year
- Full-time
- Continuous improvement
- Team management
- Leadership
- Employee discount
District Manager
Starbucks —Reading
- Weekend availability
- Hospitality
- English
- Continuous improvement
- Flexible schedule
Senior Customer Experience Manager
Novuna —Newbury
- Hybrid work
Business Development Manager (BDM) - Oxford- Circa 41k Package - 53k OTE Uncapped
Yell Ltd —Oxford
- £35,875 a year
- Full-time
- Remote
- Business development
- Presentation skills
- Referral programme
Quick apply
Assistant Customer Service Manager
Return on Investment Ltd —Walton-on-Thames
- £40,000 - £45,000 a year
- Full-time
- Hybrid work
- Data analysis skills
- Analysis skills
- Continuous improvement
- Annual leave
- Gym membership
Quick apply
Operations and Performance Lead
Bradfield Group —Reading
- £40,000 a year
- Full-time
- Customer service
- School
- Free parking
- Employee assistance programme
Contact Channel CX Lead
Thames Water Utilites —Reading
- £62,650 - £70,000 a year
- Full-time
- Hybrid work
- Analysis skills
- Team management
- Agile
1d
SEND Tribunals and Complaints Service Manager
Surrey County Council —Woking
- From £73,317 a year
- Travel
- Annual leave
- Employee assistance programme
5d
Study Engagement and Advice Manager
Buckinghamshire New University —High Wycombe
- £38,784 - £43,482 a year
- Weekend availability
- Hybrid work
- Continuous improvement
- Team management
- Travel
- Employee discount
2d
Customer Relationship Manager
HERD GROUP —Addlestone
- Full-time
- Microsoft Word
- CRM software
- Analysis skills
- Free parking
- Employee stock ownership plan
Quick apply
9d
Contact Centre Operations Manager
Arvato —Datchet
- £50,000 a year
- Customer service
- Analysis skills
- Leadership
- Free parking
- Annual leave
Front Office Manager
Malmaison —Reading
- £35,000 a year
- Hotel
- Front desk
- Employee assistance programme
- Employee discount
Quick apply
10d
Guest Service Manager
Best Western Reading, Calcot —Reading
- £29,000 a year
- Full-time
- Hospitality
- Hotel
- Supervising experience
- Free parking
Quick apply
Cinema Manager - Reading
Lilac Street Limited —Reading
- Full-time
- Microsoft Excel
- Customer service
- Supervising experience
- Employee discount
Quick apply

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Inbound Service Delivery Lead

Lifetime Legal Ltd -
Wokingham

Quick apply

Job details

Permanent | Full-time
Up to £36,000 a year

Qualifications

Customer service call handling
Operations management
Inbound customer enquiry call handling
Employee relations case handling
Stakeholder liaison
Mentoring junior staff
Employee relations
Ticket management
Performance management
Continuous improvement
Continuous improvement cycles oversight
Risk management
Organisational skills
Management reporting
Customer support
Professional development mentoring
Root cause analysis
Leadership
Team motivation leadership
Communication skills
Internal quality assurance
Time management
Analytics

Full job description

Reports To

Service Delivery Manager

Purpose of the Role

The Inbound Service Delivery Lead is responsible for leading the day-to-day operational performance of the inbound team, ensuring exceptional customer service, achievement of service level agreements, high quality standards and regulatory compliance.

The role combines frontline people leadership with operational management and individual production, ensuring resources are effectively managed, colleagues are developed and operational performance is consistently achieved.

Key Responsibilities

1. People Management

Lead, motivate and develop a team of Inbound Advisors, creating a high-performing, accountable and engaged team culture that consistently delivers excellent customer outcomes.

Responsibilities include:

Lead, coach and develop team members through regular feedback, mentoring and performance conversations.
Conduct monthly one-to-one meetings with all direct reports, supported by weekly performance and wellbeing check-ins.
Deliver live coaching through call listening, side-by-side support, observation and immediate feedback to improve capability, quality and customer outcomes.
Complete a minimum of three quality call & ticket audits per advisor each week, providing timely, constructive and actionable feedback.
Analyse individual and team performance trends, identifying strengths, development needs and the root causes of underperformance.
Act as the first point of escalation for all performance, conduct, attendance and behavioural concerns within the team.
Manage informal and formal performance concerns in line with the Capability Policy, Absence Management Policy and Disciplinary Policy, ensuring issues are managed fairly, consistently and promptly.
Conduct Return to Work interviews following periods of absence, monitor attendance trends and implement appropriate support or formal processes where required.
Promote and monitor adherence to the Employee Code of Conduct, company values and expected standards of professional behaviour.
Support colleagues through probation reviews, development plans and performance improvement plans, ensuring clear objectives and regular follow-up.
Recognise and celebrate high performance, promoting engagement, accountability and continuous improvement.
Escalate complex employee relations matters to the Service Delivery Manager or People Team where appropriate.

2. Operational Efficiency

Manage the daily operation of the Inbound service to ensure customer demand is effectively managed and service levels are consistently achieved.

Responsibilities include:

Monitor real-time operational performance and identify emerging risks to service delivery.
Actively manage and prioritise workflow throughout the day to ensure optimal resource allocation and achievement of service level agreements.
Drive in-day and short-term team performance through effective coaching, operational intervention and workload management.
Monitor performance against agreed operational KPIs, quality standards and productivity measures.
Ensure achievement of all operational service level agreements, quality standards and productivity targets.
Complete daily operational reporting, including Daily Tracker statistics and hourly production updates, ensuring accurate and timely reporting of team performance.
Produce regular performance insights for the Service Delivery Manager, identifying trends, risks, root causes and recommending appropriate corrective actions.
Escalate emerging risks to service delivery promptly, providing clear analysis of underlying causes together with proposed mitigation plans.
Proactively identify and escalate capacity constraints, workflow bottlenecks, process inefficiencies and operational risks, supporting continuous improvement across the operation.
Foster a culture of operational excellence by encouraging accountability, ownership and continuous improvement within the team.
Ensure compliance with company policies, regulatory requirements and quality standards at all times.

3. Individual Production

Maintain an active operational contribution by completing Inbound casework alongside leadership responsibilities.

Responsibilities include:

Maintain an individual production target equivalent to approximately 40% of an Inbound Advisor's expected output.
Answer inbound calls and handle emails through our ticketing system accurately, efficiently and in accordance with regulatory and company requirements.
Deliver high quality customer interactions with our estate agents and clients.
Maintain personal quality, compliance and productivity standards.
Provide operational support during periods of increased demand to ensure service levels are maintained.
Lead by example through consistent delivery of quality, productivity and customer service excellence.

Key Performance Indicators (KPIs)

The Inbound Service Delivery Lead will be accountable for achieving team and individual performance against agreed business measures, including:

Agent Enquiries Inbound Calls Answered (Target <95%)

Customer Experience Inbound Calls Answered (Target <95%)

All Inbound Calls Answered within 30 seconds (Target <95%)

Agent Enquiries Inbox Freshdesk SLA (Target <98%)

Info Inbox Freshdesk SLA (Target <98%)

Team Call/Ticket Audit Accuracy (Target 90% of Advisors achieving 95% accuracy)

Individual Production Contribution (40% of Advisor Target)

Key Competencies

Passion for delivering exceptional customer service
Strong people leadership and coaching capability.
Performance management experience.
Excellent operational planning and prioritisation skills.
Data-driven decision making and analytical thinking.
Strong communication and stakeholder management.
High attention to detail and regulatory awareness.
Ability to make timely operational decisions in a fast-paced environment.
Commitment to continuous improvement and customer excellence.

Person Specification

Customer Service expertise
Excellent time management
Attention to detail
Problem solving
Display leadership
Target driven
Willingness to learn
Strong organisational skills
Decision making skills
Display leadership
Excellent written & verbal communication skills
Team player

Success Measures

Success in this role will be demonstrated through:

Consistent achievement of operational KPIs and service levels.
High levels of colleague engagement and development.
Strong quality and compliance performance.
Effective management of operational risks.
Delivery of individual productivity expectations.
Positive contribution to continuous improvement across the Inbound team.
Top of Form

The duties and responsibilities outlined in this job description are not exhaustive. The post holder may be required to undertake other duties that are reasonable, appropriate to the seniority of the role, and consistent with the needs of the business.

We are committed to providing an accessible recruitment process and encourage candidates to discuss any support or adjustments they may need during their application journey.

Pay: Up to £36,000.00 per year

Application question(s):

Is your commute within 45 minutes to Wokingham?

Experience:

call centre management: 1 year (preferred)

Work Location: In person

Quick apply

Refine Your Search

customer service manager jobs in reading, eng

Inbound Service Delivery Lead

Business Administrator & Team-leader

Customer Services Manager (Contact Centre)

Area Care Manager

Customer Experience Manager

Customer Success Manager

Service Business Operations Manager

District Manager

Senior Customer Experience Manager

Business Development Manager (BDM) - Oxford- Circa 41k Package - 53k OTE Uncapped

Assistant Customer Service Manager

Operations and Performance Lead

Contact Channel CX Lead

SEND Tribunals and Complaints Service Manager

Study Engagement and Advice Manager

Customer Relationship Manager

Contact Centre Operations Manager

Front Office Manager

Guest Service Manager

Cinema Manager - Reading

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