Job Description

At the heart of our Customer Services team is a simple ambition: to truly understand our customers, anticipate their needs, and deliver a personal, sincere experience that genuinely makes a difference. We believe exceptional customer service goes beyond resolving queries – it’s about building trust, creating meaningful connections, and delivering support that reflects the care and passion behind everything we do. 

As our Customer Services Manager, you'll play a pivotal role in shaping the future of our customer service function. Leading our customer service teams, you'll drive the development of a responsive, resilient, and high-performing operation that not only meets the evolving needs of our customers but also supports our colleagues and business partners. This is an exciting opportunity for an inspiring leader to champion service excellence, empower teams, and help deliver outstanding customer experiences every day. 

This is a fixed-term opportunity for 12 months.  

Key responsibilities: 

• To manage all day-to-day activities across the customer services teams, ensuring all KPIs/SLAs are consistently exceeded 

• To lead and manage the customer service team leaders, supporting them in the management of their teams. 

• To positively lead the team through corporate and customer service change initiatives, ensuring the team are engaged  

• To ensure that Systems and Process enhancements are bedded in correctly, ensuring teams are prepared and motivated to work in new ways. 

• To set challenging goals for the department to achieve, based on service excellence and the achievement of on-going efficiencies and budgets. 

• To develop a high performing Team Leader group through hands on appropriate performance management, coaching and development. 

• To create and drive cross functional initiatives in line with the Customer Service and wider Business strategies. 

• To be aware of relevant developments and current thinking within the wider Customer Services industry to feed these into service enhancements. 

• To champion a culture of continuous improvement. 

• Develop and maintain an on-going succession planning process within the team. 

• To assist the Head of Customer Services in carrying out any other reasonable task. 

What you’ll bring 

Essential criteria: 

• A strong people manager who leads by example, promotes open communication and supports the team through changing priorities with confidence and resilience 

• Previous experience of managing a similar high volume transaction-based function 

• Takes accountability for their own actions and ensures these always align with the broader management team 

• Previous experience of developing people and managing performance. 

Disability Confident 

As a Disability Confident Committed organisation, we offer interviews to candidates with a disability who meet the essential criteria for the role, and opt-in on their application form. The essential criteria for this role are listed as part of the ‘What you’ll bring’ section. There may be times when the volume of applications means we cannot take all eligible candidates to interview. We encourage you to tell us about any reasonable adjustments you may need by emailing PRHCareersUK@penguinrandomhouse.co.uk. Remember, you only need to share what you are comfortable with, for us to support your request. 

Application instructions 

Please apply with your CV and cover letter outlining why you are the right candidate for the role by 11:59pm on Wednesday 22nd July.   

Please ensure you include a cover letter, as it is a crucial part of our assessment process. The cover letter offers an opportunity to show how your experience and interests align with the role requirements. Typically, we expect the cover letter to be no more than one or two pages in length.  

Use of AI tools 

Here at Penguin, we believe in the power of authenticity and human creativity. When you apply for a position, we want to encourage you to showcase your unique voice. Throughout our recruitment process, please share your own thoughts, experiences, and skills. This helps us get a true sense of who you are and what you might bring to our team. 
 
We celebrate creativity and diverse perspectives, so please be yourself! While we recognise AI tools can be helpful, we recommend using them thoughtfully to ensure your responses reflect you. 

Salary 

£40,000 - £50,000 dependent on how your skills and experience align to the role, plus bonus and benefits.  

Hybrid working 

While our offices across the UK are places to connect, collaborate and celebrate with colleagues, we recognise that flexibility around where you work is just as important. For this role, the hiring team would be happy to discuss the hybrid working arrangement at the interview stage.   

Additional Information

Disclosure requirements pertaining to the collection of your personal data:

Responsible for processing the information provided in your application is the company specified in the job advertisement, with its registered office as indicated. The company processes your data for the purpose of establishing an employment relationship on the basis of Art. 6 (1) b GDPR / Section 26 (1) sentence 1 BDSG.

The retention period for your data is determined by the statutory time limits applicable in the respective country, beginning upon completion of the recruitment process. You can find these here.

You can contact the company’s Data Protection Officer at the above-mentioned postal address. 

Further information on data protection and your rights can be found here.
 

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