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

Hays Specialist Recruitment Limited acts as an employment agency for permanent recruitment and employment business for the supply of temporary workers. By applying for this job you accept the T&C's, Privacy Policy and Disclaimers which can be found at (url removed)