Customer Service Manager

Dignity PLC; West Midlands Combined Authority; On-site; GBP 33,000

Job description

Customer Service Manager
Contract: Full-time, Permanent (38.75 hours per week)
Location: Sutton Coldfield, Birmingham (On-Site 5 days per week)
Salary: £33,000 per annum

At Dignity Funerals, we are dedicated to providing compassionate and professional support to families during some of life’s most difficult moments. Our customer service team is at the heart of this commitment, ensuring every client receives the care and respect they deserve.

We are looking for an experienced Customer Service Manager to lead and inspire our team. In this role, you will be responsible for coaching and motivating colleagues to deliver outstanding service while fostering a culture of continuous improvement. You will work closely with other areas of the business to drive efficiency, enhance service quality, and ensure we continue to meet the highest standards.

What your day-to-day could look like with us...

1. Guide, coach, and motivate your team to deliver outstanding client service and collaborate effectively across all levels of our business.
2. Conduct monthly one-to-one meetings, set objectives, and provide constructive feedback to support colleague development.
3. Lead your team to meet and exceed key business metrics, including quality compliance, customer satisfaction, and service targets.
4. Communicate effectively with your team and stakeholders, ensuring timely escalation and resolution of service issues.
5. Allocate resources effectively to meet customer demand and maintain operational efficiency.
6. Be responsible for implementing and maintaining robust quality assurance, ensuring that customer interactions meet the highest standards.
7. Be directly involved in recruitment, onboarding, and ongoing training to attract and retain top talent.

What we're looking for:

1. Proven experience in a customer service management or team leadership role in a customer-centric position.
2. A strong background in coaching, mentoring, and performance management.
3. Excellent communication and problem-solving skills.
4. The ability to motivate and inspire teams while fostering a culture of self-development.
5. Experience handling customer complaints and ensuring high service standards.
6. Strong organisational skills with the ability to manage multiple priorities.
7. A proactive mindset and a commitment to continuous improvement.

What we offer:

1. Annual salary of £33,000.
2. 25 Days Holiday + Bank Holidays.
3. BUPA Private Healthcare (Self).
4. Life Assurance X2 Salary.
5. Pension Scheme.
6. Free On-Site Parking.
7. Access to our full range of employee development schemes.

Why Join Dignity Funerals
At Dignity Funerals, we take pride in delivering compassionate and professional support to families when they need it most. As a Customer Service Manager, you will be part of a team that truly makes a difference, ensuring every interaction upholds our values of care, respect, and quality service.

You will have the opportunity to lead a dedicated team, drive meaningful improvements, and be part of an organisation that puts both its clients and employees at the heart of everything we do.

What are the next steps?
To be considered for this role, please submit your application via the ‘apply’ button, where a member of our Talent Team will review your application.

FCA Regulation Statement
Please note that this role is subject to meeting regulatory requirements. As an FCA-regulated organisation, we are committed to adopting the highest standards, and we do this by employing individuals with the appropriate skills, experience and integrity to protect both the company and our clients. If you are considered for a role, you will be providing your permission for us to conduct the relevant checks and assessments that will be carried out during the recruitment and onboarding process. The nature of the checks will depend on whether the role is subject to the Senior Managers and Certification Regime (SMCR).

Please note in accordance with our pre-employment checks, all roles will require a criminal record check and further enhanced checks may apply. Certain roles will be subject to ongoing checks in line with the Group SMCR Framework (Fit & Proper Policy). Further details will be explained to you throughout the recruitment process.

Equality, Diversity and Inclusion Statement
Our Vision is to connect with our clients, colleagues, company, and communities based on our principles whilst celebrating our differences. We aim to empower leaders and colleagues to seek out and understand new voices and perspectives, to be vocal about inequity and exclusion, and to take decisive, informed, and bold action to promote inclusion and belonging.

Any unsolicited submissions from agencies will be accepted as a direct application from the candidate, and no fees will be payable. We reserve the right, depending on application numbers to close or extend the closing dates for positions; we would therefore recommend an early application.