At AQA, we’re committed to advancing education and we’re committed to our people. As the largest provider of academic qualifications in the UK, we mark over 10 million exam papers each year and it’s our people who make this happen. Senior Manager - Customer Services Permanent Manchester Salary: £53,000 - £61,000 Hybrid Working Are you ready to lead a high-performing team at the heart of a dynamic and high-stakes environment? As a Senior Manager at AQA, you'll play a pivotal role in shaping the experience of our customers - schools, teachers, and students - by delivering exceptional service and strategic leadership. This role is central to AQA’s mission of delivering fair and reliable assessments. You’ll lead the strategic and operational management of our customer services contact centre, ensuring it operates as a strategic asset that builds trust and delivers clarity when it matters most You will lead the Customer Services contact centre delivery team - circa. 50 core people and up to 100 seasonal temporary staff. You will line manage 4 Team Managers and will work alongside the Resource Planning and Training & Quality teams to effectively align operational plans to support strategic priorities. The Senior Manager - Customer Services is critical to the successful delivery of service for our customers, and you will be responsible for engaging and managing stakeholder relationships at all levels with various groups to deliver excellent customer service across the whole of AQA. This is more than just a job, it’s a chance to make a real impact. By joining AQA, a leading independent education charity, you actually make a difference in the lives of millions of learners. There are lots of company benefits, including private medical insurance, a fantastic pension (up to 11.5% employer contributions), a 35 hour working week, 25 days annual leave with additional office closure in December and bank holidays on top. There are opportunities for professional growth and development, flexible working arrangements that support work-life balance and a supportive organisational culture that values inclusion and innovation.. We work in a hybrid manner which means office presence a minimum of 2 days each week although in peak exam series, this may increase. In this role, you'll be responsible for : Leading the day-to-day operations of the customer services contact centre to ensure exceptional service and operational efficiency. Driving strategic change initiatives that enhance customer experience and support long-term business goals. Coaching and developing Team Managers to foster a customer-centric and performance-driven culture. This is a newly created senior role and will offer a high degree of independence in decision making, and a significant opportunity to collaborate with teams across the entire business. This role will provide the chance for you to: Shape the future of customer experience across the organisation. Lead and inspire a team, driving performance and culture. Influence senior stakeholders and contribute to business-wide decisions. A chance to work on transformation projects, innovation, and service design. Directly improve customer satisfaction and loyalty. Solve real problems and enhances people’s experiences. Be a driving force in shaping a values-led culture that prioritises support, inclusion, and the growth of our people - where delivering service excellence isn’t just expected, it’s celebrated. You’ll thrive in this role if you are: A strong leader with proven ability to deliver business results through others. Customer-focused and passionate about delivering exceptional service. Skilled in navigating high-pressure periods with precision planning and decision-making. Experienced in managing change and driving adoption of new systems and processes. Familiar with contact centre technologies and performance metrics. You will need to be self-aware, adaptable and able to build and maintain strong relationships built on trust, respect and open communication. You will be able to articulate a clear vision for the future and inspire others to work towards it, while encouraging strategic thinking and innovation within the team. You will be able to prioritise not only your own development but also the development of others and understand that leadership is a continuous journey of learning and growth. At AQA, we are committed to fostering a workplace that celebrates diversity and promotes equity and inclusion. We believe that a diverse team brings richer perspectives and drives better outcomes. Our ED&I strategy ensures that everyone—regardless of religion, ethnicity, gender identity or expression, age, disability, sexual orientation, or background—is valued, respected, and empowered to thrive. We actively promote inclusive language, avoid stereotypes, and strive for representation across all dimensions of diversity. We welcome applications from individuals of all backgrounds and lived experiences. Application Process To apply, please submit your CV and a cover letter outlining your suitability for the role. Application deadline: 23:59 on Tuesday 9 September 2025 Interviews will be in person and conducted over two stages, and are expected to take place at the end of September. PRO22 Recruitment Agencies We have a preferred supplier list (PSL) in place. Unsolicited CVs will be treated as a gift. We will not be subject to or liable under your terms and conditions for agency fees. Full Job Description Summary As Senior Customer Services Manager you will lead the strategic and operational management of AQA’s Customer Services delivery team, ensuring the successful delivery of exceptional service to schools, teachers, students, and other customers. This role is pivotal in upholding AQA’s reputation for reliability, fairness, and support in the assessment process. Your main responsibilities will be leading the day-to-day operations of our dynamic customer services contact centre, ensuring exceptional service, operational efficiency, and employee engagement are delivered to a high standard. You will provide hands on, visible leadership, focussed on coaching and development, fostering a customer-centric and performance-driven culture. You will also work collaboratively across AQA to drive and improve Customer Experience and play a pivotal role in driving and embedding strategic change initiatives that enhance customer experience, streamline processes, and support long-term business goals. Your leadership ensures that AQA’s customer services contact centre is not just a support function, but a strategic asset; building trust, resolving issues, and reinforcing AQA’s reputation for reliability and care. In a world where educational outcomes are deeply personal and time-sensitive, your role is essential in delivering reassurance and clarity when it matters most for customers.This is a senior leadership role within Customer Services, reporting directly to the Head of Customer Services. As Senior Customer Services Manager at AQA, you operate at the heart of a dynamic and high-stakes environment where accuracy, efficiency, and strategic foresight are paramount. Your landscape is one of constant movement, balancing the demands of peak exam seasons, evolving regulatory requirements, and the diverse needs of customers who rely on timely, accurate, and empathetic support. The Senior Customer Services Manager will lead the customer services contact centre delivery team - circa. 50 core people and up to 100 seasonal temporary staff. You will line manage several Team Managers, working alongside the Resource Planning and Training & Quality teams to effectively align operational plans to support strategic priorities. The Senior Customer Services Manager is critical to the successful delivery of service for our customers, and you will be responsible for engaging and managing stakeholder relationships with various groups to deliver excellent customer service across the whole of AQA, including Service Development, Exams Officer Support, Sales and Account Management, Subject Support, Operations, OxfordAQA, Enterprise Technology, Finance, People Group, Exams Integrity, Oversight, Risk and Compliance. Activities: Strategic Leadership Develop and implement long-term plans & strategies to improve customer service delivery across the whole of AQA Align contact centre operations with broader AQA objectives. Engage with external stakeholders and industry bodies (e.g. CCMA) to share best practices, benchmark performance, and bring in external insights to enhance AQA’s customer service strategy. Operational Management Monitoring daily operations to ensure service levels, KPIs and SLAs are met. Optimise ways of working, processes and technologies to improve operational efficiencies. Team Leadership and Development Lead, coach and develop Team Managers to achieve performance targets. Foster a high-performance culture and ensure staff engagement and retention. Create talent pipelines across the customer functions and wider AQA driving colleague engagement and capability. Customer Advocacy Acting as the voice of the customer within AQA, using insights from frontline interactions to improve processes, and enhance overall customer experience. Crisis and Peak Management Navigating high-pressure periods such as exams and results days with precision planning, real-time decision making, and robust contingency strategies. Maintain composure in highly stressful or adverse situations, employing reason-driven decision-making. Change Management Act as a leader of change, providing clear direction, communication, and support through periods of change. Engage stakeholders to build commitment and reduce resistance to change. Drive the successful adoption of new systems, processes, and ways of working across the contact centre. Customer Experience Oversight Ensure a consistent, high-quality customer experience across all channels (phone, email, live chat and social media) Implement feedback loops to improve service. Performance Monitoring and Reporting Analyse performance data and generate reports on the contact centre's performance to senior management. Use insights to drive continuous improvement initiatives. Budget Management Manage budget, staffing levels and resource allocation. Identify and implement changes to drive efficiency and productivity Ensuring Compliance Maintaining compliance with relevant regulations, policies, and procedures. Need to know (to be successful in this role, you will need to know): Leadership and Management: Strong leadership, communication, and interpersonal skills are essential. Proven ability to deliver business results through others by setting a clear vision, creating a great place to work, setting clear expectations and developing people. Customer Focused: Prioritise the needs and satisfaction of customers to address customer concerns. Solution Orientated: Takes the initiative and drives change initiatives forward independently Problem-Solving: Ability to identify and resolve operational issues effectively, making pragmatic decisions where necessary. Continuous Improvement: Commitment to ongoing process improvement, innovation and learning. Effective Communication: Ability to clearly communicate and influence key stakeholders, including senior leaders. Knowledge of KPIs and Metrics: Familiarity with key contact centre performance indicators and how to track and improve them. Technology and innovation: Familiarity with typical contact centre technologies and industry trends and best practices (e.g., CRM systems, cloud telephony, workforce management tools, AI chatbots etc.)