Maritime and Coastguard Agency
Customer Contact Manager
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đź“Ť Location: Southampton (Hybrid)
đź’· Salary: ÂŁ35,663 - A Civil Service Pension with an employer contribution of 28.97%
🕒 Contract Type: Permanent – Flexible working, Full-time, Job share, Part-time
About the Role
This is an exciting opportunity to shape and lead customer service delivery within the Maritime and Coastguard Agency. As Customer Contact Manager, you will drive a customer-focused strategy, lead high-performing teams, and influence service excellence across a vital operational area. Working closely with senior leaders and business partners, you will play a key role in improving performance, enhancing the customer experience, and delivering efficient, high-quality services that support the UK's maritime sector.
Key Responsibilities
- Direct line management of 5 Customer Managers (EO grade) and responsibility for supporting the day to day team performance to achieve the agreed service standards and KPIs.
- Report directly to the Head of Customer Operations highlighting risks, opportunities and department performance.
- Maintain effective working relationships with colleagues and stakeholders relevant to the team’s work.
- Measure Seafarer Operations Customer Service through monitoring Customer Satisfaction returns, deliver continuous improvement strategies and set action plans for improving the customer experience ensuring your teams are delivering a first-class service.
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Benefits
- Employer pension contribution of 28.97% of your salary.
- 25 days annual leave, increasing by 1 day each year of service (up to a maximum of 30 days annual leave).
- 8 Bank Holidays plus an additional Privilege Day to mark the King’s birthday.
- Access to the staff discount portal.
- Excellent career development opportunities and the potential to undertake professional qualifications relevant to your role paid for by the department, such as CIPD, Prince2, apprenticeships, etc.
- Joining a diverse and inclusive workforce with a range of staff communities to support all our colleagues.
- 24-hour Employee Assistance Programme providing free confidential help and advice for staff.
- Flexible working options where we encourage a great work-life balance.
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About You
To be successful in this role you will need to have the following experience:
- Knowledge and experience of managing a Contact Centre, and team managers and monitoring performance against service standards and KPIs.
- Knowledge of principles for implementing business process improvements, for example Lean Six Sigma.
- Proven track record of successfully managing or delivering a change programme in a customer-facing business.
- A proven track record in stakeholder engagement, including interpersonal skills which promote effective interaction with internal and external stakeholders.
đź“… Apply before 11:55 pm on Tuesday 15th September 2026
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