Customer Service Manager – Key Accounts
We are recruiting for a people-first leader to help shape the future of customer service delivery for our client's Key Accounts team.
This is a fantastic opportunity for someone with strong leadership experience, ideally within Financial Services or another fast-paced, customer-focused sector, who thrives on developing others and driving service excellence at scale.
You’ll be joining an established, high-performing team of approximately 25, working alongside another Customer Service Manager and reporting into the Head of Key Accounts. As the business continues to grow, your role will be instrumental in shaping the service model, coaching the team, and building scalable solutions to ensure our clients receive a consistently outstanding experience.
Leading, motivating and developing a customer service team to deliver high-quality support across key account clients.
Building strong internal and external relationships, and acting as a key point of contact on service performance.
Overseeing team capacity and case volumes, ensuring workloads are balanced and service levels are consistently met.
Conducting regular one-to-ones, coaching conversations and performance reviews to support individual and team growth.
Using MI and root cause analysis to identify trends, challenges and opportunities for improvement.
Proven experience managing or supervising a high-performing customer service team.
Confident and compassionate leadership style, with a genuine passion for helping others succeed.
Strong stakeholder management skills – you’ll be comfortable navigating conversations at all levels.
Prior experience in Financial Services is desirable, but not essential, the key is strong leadership capability in a dynamic, service-led environment.
You’ll be part of a team that genuinely values each other, supports development, and takes pride in delivering a great experience to our customers.
We offer flexible working options, a generous benefits package, and the opportunity to be part of a business that’s ambitious, evolving, and driven by purpose.