Customer Service Manager (Live Chat & Ticketing) – Manchester (Hybrid) Are you a people-focused leader who loves improving customer experiences? If so, this could be a great next step for you. We’re working with a specialist insurance intermediary in Manchester that’s on a mission to make insurance simple, jargon-free, and genuinely great value. With over 20 years’ experience and more than 350,000 policyholders, they’re a trusted name in the market — but they’re also not afraid to do things differently. They’re now looking for a Customer Service Manager to take charge of their Live Chat & Ticketing team. This is a chance to shape how customers interact with the brand and lead a team who are passionate about delivering great service. What you’ll be doing Leading and supporting a team of live chat and ticketing agents. Making sure every customer interaction is handled with care and professionalism. Looking at ways to improve processes, efficiency, and customer satisfaction. Monitoring performance and using data to drive improvements. Coaching and developing team members so they can be their best. Working closely with other teams to make sure the customer journey is seamless. Handling escalations and ensuring issues are resolved quickly.What’s on offer A hybrid working set-up with flexibility built in. A supportive, collaborative culture that encourages new ideas. Opportunities to grow your career and develop your skills.What we’re looking for Previous experience managing a customer service team. Strong leadership skills with the ability to inspire and motivate. Confident communicator who can solve problems quickly and effectively. Familiarity with live chat and ticketing platforms. Comfortable working in a fast-paced environment with a focus on continuous improvement. Someone who genuinely cares about creating great customer experiences.If you’ve worked in roles like Customer Support Manager, Client Services Manager, Customer Experience Manager, Service Delivery Manager, or Customer Operations Manager, this could be right up your street. Sound like you? If you’re ready to lead a team where your ideas and impact will be valued, we’d love to hear from you. AW_FIN