Customer Service Manager

Customer Service Manager Customer Service ManagerAre you passionate about putting customers at the heart of decision-making? Do you thrive on turning insight into action and fostering a customer-first culture? If so, we’d love to hear from you. About the Role As Customer Research & Insight Manager, you’ll lead the development and delivery of a comprehensive research and insight programme that ensures our customers’ voices are heard and acted upon. You will: •Design and manage a range of research initiatives to deepen customer understanding and influence business decisions •Oversee customer satisfaction measurement, including methodology, survey design, and supplier relationships •Map and analyse the end-to-end customer journey to identify key moments and pain points •Lead on Tenant Satisfaction Measures (TSM), ensuring compliance, robust data, and actionable insights through compelling visual storytelling •Manage and mentor a Customer Research & Insight Analyst, delivering customer segmentation and personas to inform service improvements and strategic planning Why Join Our Client? • We offer a rewarding package that supports your wellbeing and work-life balance: • 28 days annual leave (plus bank holidays), pro-rated for part-time roles •Hybrid working – up to 2 days a week from home •Health cash plan – claim back over £1,000 annually on essential healthcare like dental, optical, and physio. We’ll also cover your dependent children (up to age 21 or 24 if in full-time education) •Discounts and cashback – save on gym memberships, supermarkets, travel, cinema, and more •Generous pension scheme with life insurance (3x salary) About You • We’re looking for someone who brings: •A genuine passion for customer insight and a curiosity for data •A relevant qualification (e.g. MRS Advanced Certificate, or a social science degree with strong quantitative research components) or equivalent experience •Proven experience managing quantitative research projects from start to finish •Strong communication skills – verbal, written, and visual – with the ability to tailor messages for different audiences •Confidence working with stakeholders at all levels, including senior leaders Excellent organisational skills and the ability to manage multiple priorities in a fast-paced environment 4694377

Location: North Berwick, GB

Posted Date: 6/9/2025