Location: Regular visits to Whiteley and Shoeburyness office alongside home working. Salary: Competitive. Hours: Mon-Fri : 08:30-17:30. As a Senior Customer Services Manager, you'll lead the operational delivery of our Customer Services team, ensuring we provide market-leading experiences across our full product portfolio, Mobile, Connectivity, and Cloud. Our ambition is simple: deliver effortless customer experiences by resolving queries first‑time, end‑to‑end, while exceeding expectations along the way. You'll champion a customer‑first mindset, challenge the status quo, introduce new tools and processes, and empower our front‑line teams in both the UK and India. This is a high‑impact leadership role reporting to our Head of Customer Care.
Responsibilities
* Lead and manage the Customer Services function supporting Business and Enterprise customers
* Drive performance and outcomes across UK and India operations
* Define and implement a clear contact strategy blending technology and human interaction
* Identify and deliver initiatives to improve customer experience (CSAT/NPS, first call resolution)
* Ensure team efficiency, correct resourcing, and meaningful performance metrics
* Establish effective organisational structures and decision‑making processes
* Coach, mentor, and develop direct reports to create an engaged and dynamic team
* Sponsor and manage high‑priority customer relationships when required
* Monitor compliance, accuracy, and quality across all customer service activities
* Collaborate with internal teams and external partners to deliver seamless experiences
Benefits
* Holidays: 25 days + bank holidays and buy/sell options
* Other Leave: Birthday day off, 12 paid hours for flexible use, Volunteer day
* EV Scheme: Lease a brand‑new electric car
* Lifestyle: 9% combined pension contribution and 4x salary life assurance
* Rewards: Quarterly and annual employee awards, discounts on tech
* Socials: All‑expenses‑paid company events
* Development: In‑House Training Academy
* Wellbeing: 24/7 access to mental health support, Calm App, discounted gym membership, cycle to work scheme, free breakfast & fresh fruit, eye‑care vouchers, financial wellbeing support
Qualifications
* Experienced operational leader with a proven ability to inspire and motivate front‑line teams
* Strong people management skills, able to coach, mentor, and hold teams accountable
* Strategic thinker with excellent problem‑solving and decision‑making skills
* Skilled at simplifying complex issues and driving continuous improvement
* Excellent communication and interpersonal skills, with strong stakeholder management
* Commercially aware, with experience in budget management and performance metrics
* Resilient and adaptable, able to lead through change and maintain calm under pressure
* Experience in operations or customer experience within a technology‑driven industry
* Track record of delivering improvements that enhance customer satisfaction and efficiency
* Comfortable working with geographically diverse teams and technology partners
Onecom is an award‑winning provider of Communication Technology, trusted by UK organisations to deliver Simply Brilliant Customer Experiences.
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