Contract Manager - Customer Services

Manchester | Other

Salary: £50,000 - £60,000 (dependent upon skills and experience) plus car & bonus

Location: Hybrid/ North-West (Liverpool/ Manchester)


At Serco, not only is the nature of the work we do important, everyone has an important role to play, from caring for vulnerable people to managing complex public services.  We are a team of 50,000 people responsible for delivering essential public services around the world in areas including defence, transport, justice, immigration, healthcare and citizen services. We are innovators, committed to redesigning and improving public services for the benefit of everyone.


If you're looking for a more rewarding and secure home for your talents, look no further than Serco. We need experienced and motivated people who can display the right behaviours to join us and uphold our high standards of customer service. In short, we need people to be there for our customers when they're needed most. And, in return, we'll invest in your training and development to make you an expert in your respective field.


In order to continue to build and grow our business groups, it's important to us to attract and retain the best talent in our industry and do all we can to help them reach their full potential.  That's why it's so important to embrace and support people's differences, whatever they may be, and give them the freedom to realise their goals, both in and out of work.


About the role:

As Customer Service Contract Manager, you will manage a team of multi-disciplined operational leads/managers and have ultimate responsibility for up to 500 staff dependent on your business area. The key element of your role as Customer Service Manager is to maximise personal and account performance, by developing individual skills and competence. This is carried out by a mixture of the following objectives:

  • Effective management of client relations.

  • Ability to digest complex operational issues.

  • Provide Solutions to meet Client's aspirations and values.


Your duties will include:

  • Provide an efficient and flexible response to operational issues, in order to maintain levels of service delivery and client satisfaction.

  • Plan and deliver the recruitment, development and deployment of resources in order to maintain a skilled and effective workforce.

  • Regularly review activities of the service to ensure the most effective and cost-efficient approach is used to provide client service and meet contractual obligations.

  • Achieve operating plan and all outcomes and service levels.

  • Establish a framework to proactively review working practise to identify improvements in productivity, quality, service levels and client satisfaction.

  • Be cost conscious and ensure resource managed as efficiently as possible, maximising opportunities to achieve our targets.

  • Interface with internal and external clients in order to ensure contractual obligations are met and client needs are satisfied.

  • Manage the operational impact of any changes to the proposed service.


About you:

Ideally you will have a background that includes large scale Customer Contact operations, combined with extensive experience of managing client relationships. We do ask that you are able to demonstrate the following behaviours.

  • Influencing Others - ability to have a positive influence on others and persuade them to change their views, intentions or actions sometimes in a challenging environment.

  • Change Focus - respond quickly and positively to change in order to maintain effectiveness.

  • Working with Others - building a network of good relationships both internal and external.

  • Client and Customer Focus - ability to add value to clients both internal and external.

  • Business and commercial Focus - application of good financial and commercial practice, an understanding of the competitive marketplace.

  • Performance Focus - to be dynamic and accountable in order to ensure delivery of results.

  • Developing Others - support and manage the performance of people and to develop them to meet business requirements.

  • Leading Others - ability to define and communicate goals by inspiring confidence, lead by example by taking action to achieve success.



What we offer

  • Competitive salary 

  • An autonomous and supportive culture 

  • The chance to make a positive difference to public sector services

  • A company passionate about diversity and inclusion  


We have a mandate to deliver brilliantly. If you think this role would suit you, working in an exciting and challenging environment with like-minded individuals, please apply now and upload a copy of your CV and covering letter.



About Serco
At Serco, not only is the nature of the work we do important, everyone has an important role to play, from caring for vulnerable people to managing complex public services.  We are a team of 50,000 people responsible for delivering essential public services around the world in areas including defence, transport, justice, immigration, healthcare and citizen services. We are innovators, committed to redesigning and improving public services for the benefit of everyone.

By joining Serco you will have unlimited access to our Global Employee Networks - SercoInspire (Gender), SercoEmbrace (Multicultural), SercoUnlimited (Disability) and In@Serco (LGBT & Networks). Serco Employee Networks, led by colleagues who are passionate about diversity, inclusion and belonging. 

Please click on the apply button to complete your application. Occasionally we receive a large volume of applications for our roles and when that happens we sometimes bring the closing date forward, so please apply promptly to avoid disappointment. 

At Serco, we see people first and foremost for their performance and potential. We are committed to building a diverse and inclusive organisation that supports the needs of all. As such we will make reasonable adjustments at interview through to employment for our candidates and strongly encourage applications from a diverse candidate pool. We are open to discussions around flexibility and flexible working. We operate a hybrid work structure in many of our business areas. We are proudly Disability Confident Leader employers and holder of the Silver Inclusive Employer Standard. Disabled applicants who meet the minimum criteria for the job will be given the opportunity to demonstrate their abilities at an interview.  For help with your application please contact 0345 010 4000.

At Serco we support fair access to employment for those with unspent criminal convictions through the 'Ban the Box' pledge (some may be exempt due to the nature of the role and the security clearance required). Please contact our recruitment team directly on 0345 010 4000 to discuss.

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Contract Type
Expiry Date
03/10/2023 02:42:00
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