Customer Service Manager

Together Housing Group

. Provide strategic and operational leadership across telephone, digital and other customer channels .

Posted 9/19/2026full-timeBlackburn • United KingdomMid-LevelSenior💰 £56,168 per yearWebsite

Core Competencies

Role fit

Core Competencies

Use this summary to align your resume positioning with the role.

Demonstrates strong leadership in managing high-volume customer service operations, focusing on performance improvement, service standards, and quality assurance. Skilled in leveraging customer feedback and data to drive transformation and enhance service delivery across multiple channels.

Highest-signal resume keywords

Customer Service LeadershipPerformance ImprovementChange ManagementData-Driven Decision MakingRelationship Building

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Operational Performance ManagementService Standards DevelopmentQuality Assurance FrameworksPerformance ReportingService Redesign

Soft Skills

LeadershipCommunicationEmpathyInfluencingAccountability

Certifications & Qualifications

Basic Criminal Disclosure

Industry Keywords

Customer FeedbackContact Centre OperationsHigh-Volume OperationsService ImprovementDigitalisation

About the role

Key responsibilities & impact

Provide strategic and operational leadership across telephone, digital and other customer channels
Lead operational performance across multiple locations and customer contact channels
Set service standards, performance expectations and operational plans
Lead and develop managers and teams to deliver consistent, high-quality customer service
Develop performance, quality assurance and service management frameworks
Use complaints, customer feedback, service trends and performance data to identify opportunities and drive improvement
Lead service improvement, transformation, digitalisation and technology initiatives
Translate customer insight and service learning into practical improvements
Provide performance, risk and assurance reporting to senior leaders and governance groups
Lead change across organisational boundaries and build strong relationships
Promote accountability, learning, continuous improvement and excellent customer outcomes

Requirements

What you’ll need

Significant experience leading customer service, contact centre or another high-volume, people-focused operation
Proven track record of improving performance, service standards and quality
Experience using customer feedback, complaints, data and insight to drive service improvements
Experience leading change, transformation or service redesign within a complex organisation
Strong leadership and people management skills, with experience leading through managers
Strong financial, commercial and resource management awareness
Ability to influence, advise and constructively challenge at all levels, including senior stakeholders
Excellent communication and relationship-building skills, with confidence working across organisational boundaries
Strong commitment to delivering accessible, inclusive and responsive services
Ability to balance operational performance and accountability with empathy and genuine customer focus
Comfortable travelling to both Halifax and Blackburn office locations
Subject to a Basic Criminal Disclosure

Benefits

Comp & perks

£56,168 salary
27 days annual leave, rising to 32 over 5 years’ service, plus bank holidays
Flexible hybrid working model with time split between Halifax and Blackburn offices and home working
Flexible working environment with family friendly policies
37 hours per week, Monday–Friday, with flexible arrangements under the Smart working culture
Professional and personal development training opportunities
Local Government Pension Scheme (LGPS)
Award-winning benefits package
Basic Criminal Disclosure carried out when a conditional offer is made