Customer Service Centre Manager

About the role

We are seeking an experienced Customer Service Centre Manager to lead our Careline and Customer Service Centre teams at SGN’s new Glasgow hub. You will provide strategic direction, drive performance and champion a compassionate, high-quality service for our customers.

Key responsibilities

• Lead and inspire the Customer Service and Careline teams to meet operational targets and quality standards.
• Develop and mentor high-performing leaders, fostering a culture of continuous improvement.
• Shape the future customer experience by adopting digital technologies and data-driven insights.
• Ensure compliance, assurance and reporting requirements are consistently met.
• Collaborate with cross-functional partners to design and implement new service channels and processes.

Required profile

• Proven experience managing contact-centre or customer-service operations.
• Strong leadership skills with a track record of building high-performing teams.
• Passion for innovation, digital transformation and improving customer outcomes.
• Excellent communication and stakeholder-management abilities.

Required skills

• Leadership and people-development.
• Strategic planning and performance management.
• Knowledge of digital customer-service tools and analytics.

What we offer

• Competitive salary £55.5k‑£66.7k per annum.
• Hybrid working model.
• Joint-contribution pension (12% total), enhanced maternity & family leave.
• Life assurance, HolidayPlus, virtual GP and employee assistance programme.
• Retail and leisure discounts and many additional benefits.