Customer Service Centre Manager – Glasgow

About the role

We are seeking an experienced and inspiring leader to head our Careline and Customer Service Centre teams in Glasgow. You will provide strategic direction, drive performance, and champion innovation across our customer service operations.

Key responsibilities

• Lead and motivate the Customer Service and Careline teams to achieve operational targets while maintaining quality, compliance and reporting standards.
• Develop high‑performing leaders, foster a positive culture and embed best‑practice ways of working from day one.
• Champion outstanding customer service, ensuring inclusive, accessible support for all customers, especially vulnerable groups.
• Identify and implement digital technologies and insights to improve outcomes and enhance the customer experience.
• Monitor performance metrics, drive continuous improvement and manage change initiatives.

Required profile

• Proven experience in leading contact‑centre or customer‑service operations.
• Strong track record of developing teams and delivering high performance.
• Passion for innovation, digital transformation and continuous improvement.
• Ability to work collaboratively with senior stakeholders and influence culture and processes.

Required skills

What we offer

• Hybrid working model.
• Competitive salary £55.5k‑£66.7k per annum.
• Joint‑contribution pension (12% total).
• Enhanced maternity & family leave, life assurance, HolidayPlus.
• Virtual GP, Employee Assistance Programme, retail and leisure discounts.