Customer Services Manager

We are pleased to share an opportunity for someone to us as a Customer Services Manager. As a Customer Services Manager, you will lead with empathy, empowering and coaching a team of Customer Services Advisors to consistently deliver outstanding service and ensure customers receive efficient, effective resolutions to their queries. You will work closely with Operations Managers and the Head of Customer Services to guide the team through change, while supporting the delivery of new and enhanced services. You will be committed to developing the team’s capability and confidence on an ongoing basis, championing best practice and promoting the desired behaviours at all times. In addition, you will support Operations Managers in managing and monitoring service performance, with a strong focus on continuous improvement, using data-led insight to drive decisions and improve outcomes. Permanent | Full Time | 37 hours per week | Monday to Friday | Dereham Office Base Working hours: 10:00 -18:30 Please see the attached The Customer Services Manager The Part I Play Statement, for responsibilities and requirements details. Applications are welcomed for the role of Customer Services Manager from those who are excellent communicators, with a good knowledge and understanding of the function of contact centres and customer services. You must be a people manager with the ability to coach and support, consistently maintaining performance under pressurised situations. Able to work with multiple IT systems, processing and analysing data to strive for continuous improvement. You’ll be a competent user of Microsoft Office and can use data to understand and improve the service, educated to GCSE standard, or equivalent in Maths and English with an NVQ2 or equivalent experience in Customer Service. In return for your hard work, we offer a competitive salary of £38,352.53 per annum and a benefits package that includes: 25 days annual leave (increasing to 28 days with length of service), with the ability to buy and sell leave. Access to the Flagship Rewards Scheme offering savings on groceries and VIP rewards. Death in Service Benefit. Company Sick Pay. An agile working environment to achieve a healthy work/life balance. and that’s not all! We’re also proud to offer: Opportunities for development (including apprenticeships, our Academy, and various training options). Health and well-being programs and initiatives. Empowerment (we give you the tools and systems to make the right decisions for resolving issues). A Leadership Team that inspires, develops, and supports you. Please click here, to see the full list of benefits for this job. How to apply To apply please click "apply online" below. You will be asked to attach your CV (in MS Word or PDF format) and provide a supporting statement, outlining why you’re the right person for the job. If you’d instead prefer to send us a 3 minute video supporting statement, please share the video’s link in the supporting statement box. Important information If you are successfully shortlisted, you will be contacted within 14 days of the application close date via email. Please make sure to check your email and spam folders regularly for email correspondence. Closing Date: 02.06.2026. (Midnight) First Interview Date: W/C 08.06.2026. Applications may be reviewed, and candidates invited to interview ahead of the close date. No Agencies please. About Us Victory / Samphire/ Newtide Homes is part of Bromford Flagship. By joining us, you become part of a leading housing provider delivering community-focused services across the east, central and south west of England. We have a local approach, all backed by the scale and ambition of the Bromford Flagship. Apply now to help create communities where people can put down roots, feel secure, and thrive.