Business Support Manager

About the role

The Business Support Manager will lead the Customer Service Team at the Cambridge & Peterborough Service Centre, ensuring smooth coordination of activities, robust reporting and strong stakeholder relationships. This senior position sits on the Senior Management Team and acts as the primary contact for the Commissioning Authority.

Key responsibilities

• Provide line management for the Customer Service Team, set objectives, monitor performance and develop staff.
• Manage booking coordination for Field Service Engineer rounds, optimise capacity utilisation and flag capacity risks.
• Serve as first point of contact for the Commissioning Authority, maintain relationships and respond to queries.
• Coordinate monthly, quarterly and annual reports, validate data and monitor key performance indicators.
• Conduct customer service audits, call listening and drive continuous improvement and compliance.
• Contribute to senior management planning, recruitment and compliance initiatives.

Required profile

• Proven management or supervisory experience in a service delivery environment.
• Strong performance monitoring and reporting capability.
• Experience with audit processes and compliance standards.
• Detail‑oriented, able to prioritise workload and solve problems proactively.
• Excellent team collaboration and communication skills.

Required skills

What we offer

• Full‑time permanent role (40 hours per week).
• Competitive salary of £37,500 per year.
• Opportunity to influence service delivery across multiple contracts.
• Supportive senior management team and professional development.