Customer Service Manager

By joining Sedgwick, you'll be part of something truly meaningful. It’s what our 33,000 colleagues do every day for people around the world who are facing the unexpected. We invite you to grow your career with us, experience our caring culture, and enjoy work-life balance. Here, there’s no limit to what you can achieve.

Job Location: United Kingdom - remote working
Job Type: Permanent
Remuneration: Competitive salary, reflecting skills, experience and qualifications

Lead, Develop and Deliver Outstanding Customer Experiences

We have an exciting opportunity for an experienced Customer Service Manager to join our team and play a key role in leading, developing and inspiring colleagues while delivering exceptional service to our customers and clients.

In this role, you'll be responsible for creating a positive, high-performing environment where colleagues feel supported, engaged and motivated to achieve their full potential. Working closely with your team, you'll provide day-to-day leadership, coaching and guidance, ensuring service standards are consistently achieved while maintaining a strong focus on customer outcomes.

You'll take ownership of team performance, supporting colleagues with daily enquiries, identifying development opportunities and helping to build a culture of continuous improvement. From managing productivity and service levels to coaching, appraisals, engagement and wellbeing, you'll play a pivotal role in developing a successful and customer-focused team.

Working alongside senior leadership, you'll help drive operational excellence, contribute to business initiatives and support the implementation of new processes and ways of working. You'll also act as a key escalation point for customer and colleague queries, ensuring issues are resolved effectively and professionally.

We're keen to hear from experienced people managers and customer service leaders who are passionate about developing others and delivering exceptional customer experiences. Whether your background is within customer service, contact centres, operations, financial services, insurance or another service-driven environment, if you're an engaging leader who enjoys supporting teams to succeed, we'd love to hear from you.

Success in this role requires someone who is organised, adaptable and focused on achieving results. You'll be an excellent communicator with strong relationship-building skills, confident managing changing priorities and comfortable operating within a fast-paced environment. Most importantly, you'll lead by example, champion a customer-first mindset and create an environment where people can thrive and perform at their best.

The skills you will have when you apply:

• Leadership & Coaching - Proven ability to lead, motivate and develop colleagues to achieve their potential.

• Customer Service Excellence - Passion for delivering exceptional customer experiences and service outcomes.

• People Management - Experience managing team performance, engagement, wellbeing and development.

• Communication Skills - Strong communication, influencing and stakeholder management abilities.

• Performance Management - Ability to drive productivity, quality and service standards through effective leadership.

• Organisation & Prioritisation - Able to manage competing priorities and support teams in a dynamic environment.

• Problem Solving - Confident making decisions, resolving issues and finding practical solutions.

• Adaptability - Comfortable embracing change, supporting new initiatives and responding to evolving business needs.

• Continuous Improvement - Passion for improving processes, enhancing customer experiences and developing people.

What we'll give you for this role:

Remuneration & More

• Competitive salary taking into account skills, experience and qualifications
• A Self Invested Personal Pension Scheme (SIPP)
• Holiday allowance of 25 days plus bank holidays
• Flexible working from our office or your home

Health & Support

• Private healthcare plan (including pre-existing conditions)
• Life assurance
• Group Income Protection

Other Benefits

• Voluntary benefits including dental cover, cycle to work scheme, season ticket loan, wellbeing and digital GP applications
• Employee Assistance Programme for employee wellbeing
• Discounts on various products and services

This isn't just a position, it's an opportunity to make a real impact

At Sedgwick, you'll have the opportunity to develop your career while helping others to grow theirs. Through our Sedgwick University offering, you'll have access to one of the most comprehensive learning and development programmes in the industry, including more than 15,000 on-demand courses, role-specific training and opportunities to continue formal education.

Together, we're building exceptional service experiences, developing talented teams and creating a workplace where people can thrive.

Next Steps for You

Think we'd be a great match? Apply now – we'd love to hear from you.

If you're unsure whether you have all the skills needed, we still encourage you to apply. We welcome applications from a wide range of backgrounds and experiences.

We are proud to have a zero-tolerance approach to discrimination of any kind, regardless of age, disability, gender identity, marital or family status, race, religion, sex or sexual orientation.

Following the closing date, we will review all applications and may invite shortlisted candidates to attend an interview, either virtually or in person.

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