📍 Blackburn | Full-Time | Permanent | In Office Role
The Company
Our client is a highly respected and fast-growing legal services organisation based in Blackburn, delivering specialist support to clients nationwide. Operating within a regulated environment, the business has built an excellent reputation for providing outstanding customer outcomes, professional integrity, and exceptional client care.
Combining industry expertise with a people-first culture, the organisation is committed to continuous improvement, operational excellence, and investing in its employees. This is an exciting opportunity to join a forward-thinking business during a period of sustained growth and transformation.
The Opportunity
We are seeking an experienced and driven Customer Service Manager to lead and develop a high-performing customer operations function within a modern and ambitious business environment.
Reporting directly to the Head of Operations, you will play a key leadership role in overseeing the day-to-day management of the Customer Claims department, ensuring service excellence, regulatory compliance, operational efficiency, and strong commercial performance.
This role is ideal for an inspiring people leader who thrives in a fast-paced environment and is passionate about delivering exceptional customer experiences while developing successful teams.
Key Responsibilities
- Lead, inspire, and develop a team of Customer Claims Handlers and Team Leaders
- Drive operational performance across KPIs, service standards, productivity, and quality metrics
- Oversee workload distribution and resource planning to ensure efficient claims progression
- Ensure full compliance with regulatory and internal quality standards through regular monitoring and auditing
- Manage escalated customer concerns and complaints with professionalism and empathy
- Champion exceptional customer outcomes, including the effective support of vulnerable customers
- Conduct regular performance reviews, coaching sessions, and development planning
- Identify and implement continuous improvement initiatives across customer service processes
- Collaborate closely with Compliance, HR, Training, and Senior Leadership teams
- Support employee engagement, wellbeing, retention, and succession planning
- Lead by example in creating a positive, accountable, and customer-focused culture
About You
- Proven leadership experience within customer service, claims, contact centre, legal services, or another regulated environment
- Strong background in managing operational performance and delivering against KPIs
- Excellent people management, coaching, and stakeholder engagement skills
- Experience handling customer escalations, complaints, and sensitive situations
- Highly organised with strong attention to detail and compliance awareness
- Professional, resilient, and solutions-focused approach
- Confident using CRM systems, case management platforms, and Microsoft Office
- Previous experience within legal, claims, or financial services environments would be advantageous
- Knowledge of FCA Consumer Duty and/or SRA regulations would be beneficial
What’s on Offer
- Competitive salary package
- Monday – Friday | 9am – 5pm | Office-based role
- 23 days holiday + bank holidays, increasing with length of service
- Your birthday off every year
- Pension contributions
- Life insurance (death in service)
- Private medical insurance after 1 year of service
- Employee Assistance Programme (EAP)
- Perkbox membership with access to a wide range of employee discounts
- Paid volunteering days
- Company social events twice a year
- Modern offices based in Blackburn town centre
- Ongoing training, development, and genuine career progression opportunities
- Supportive, collaborative, and values-driven culture
Apply Now
If you are an ambitious customer service leader looking to join a growing organisation where you can make a genuine impact, we would love to hear from you.