Customer Service Manager

Customer Services Manager

Location:Eyre Court, Lincolnshire office based.

Salary:£35,000 to £40,000 (depending on experience) per annum

Hours of work:37.5 hours per week

Location: Eyre Court – Hybrid - 2-3 days per week in office

The Role

OSJCT are recruiting for a Customer Services Manager for our offices in Lincoln. As a manager you will be responsible for overseeing the enquiry management process for the Trust and overseeing the performance of the customer service team. Concurrently, you will be the subject matter expert for our CRM system. Other roles and responsibilities include:

• Establish the optimum enquiry management process and customer enquiry journey to be followed by all colleagues.
• Manage the customer services team performance and achievements.
• Lead on the evaluation and recommendations of our CRM activity from an enquiry perspective.
• Monitor and provide reports on daily, weekly and monthly enquiry performance and sales pipeline conversion including reporting to the Executive.
• Monitor customer service team call volumes and service levels when required.
• Partner with IT to manage the CRM account management team.
• Support and train the team and other internal users to ensure usage of our CRM is delivering on most efficient outcomes and strong sales pipeline conversions.
• Support the team to secure the booking of viewing and telephone appointments with our homes across the Trust, and ensure these appointments are followed up efficiently.
• Lead the team to fulfil enquiries as required by following up with further information or sending out marketing and promotional materials.
• Identify and support initiatives for service improvement.
• Develop and deliver regular enquiry dashboards and reports, that support strong commercial business decisions for the Trust.
• Work with marketing and operational colleagues to recommend and put actions in place for each home to increase enquiries and conversions.
• Support and train the team and wider user group to ensure all enquiries are recorded into Salesforce and to ensure efficient enquiry follow ups.
• Oversee our CRM maintenance and configuration.

About You

You will have experience in managing a tele-customer service team/function, have had good knowledge and best practise customer service and/or call centre processes. You will have strong influencing skills to drive digital change and transformation and are familiar with CRM dashboards and reporting tools.

And in return:

We operate a hybrid working policy where you must spend a minimum of 2-3 days in the office or one of our care homes and the remaining time can be worked from home.As a key member of the Marketing and Communications team, you can expect benefits such as:

• Contributary company pension scheme
• Life assurance
• 25 days’ holiday + Bank Holidays
• Free parking
• ‘My Rewards’ scheme and Blue Light Card giving you discount on shopping, holidays, cinema, dining, days out and much more.

Closing date for application is the 26th January 2026, however we may close the advert before this date subject to response levels.

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