What Jobs are available for Customer Service Managers in the United Kingdom?

Customer Relations Advisor

Location: Glasgow City Centre (office-based)

Contract: Permanent, full-time

Hours: Monday to Friday, 9:00 AM – 5:00 PM

Salary: £29,000 per annum

Join a purpose-driven financial services organisation that’s reshaping how people experience customer service. We’re on a mission to improve our members’ financial wellbeing through innovative products, partnerships and a mobile-first approach that puts their needs at the heart of everything we do.

About the Role

As a Customer Relations Advisor, you’ll play a key role in delivering excellent service and supporting both our members and our internal teams. Acting as a second-line support, you’ll handle more complex member enquiries, offer guidance to the front-line team, and help maintain high standards across all service areas.

You’ll take ownership of your workload, using bespoke systems and processes to deliver accurate, secure, and timely outcomes. Every day will bring new challenges and opportunities to make a difference — whether you’re solving problems, mentoring colleagues, or helping to improve how we work.

What You’ll Do

• Provide direct support to members across multiple digital and traditional communication channels.

• Handle complex cases, using sound judgement to balance member needs and business risk.

• Mentor first-line colleagues, sharing knowledge and supporting the operational leadership team.

• Deliver outstanding customer service and ensure fair outcomes in line with company policies.

• Influence the team to achieve performance and quality standards.

• Complete secure, risk-based transactions accurately and efficiently.

• Manage multiple tasks in a customer-focused, compliant and timely manner.

• Contribute to continuous improvement by identifying smarter, more effective ways of working.

What We’re Looking For

• Experience in a second-line or senior customer-facing role, ideally within financial services or a similar environment.

• Strong administrative, communication and reasoning skills, with excellent attention to detail.

• A passion for service excellence and digital-first solutions that drive member satisfaction.

• Logical thinking and the ability to simplify complex situations.

• Resilience, motivation and the ability to stay positive and constructive, even when challenges arise.

• Confidence in handling difficult situations and resolving conflict with empathy and professionalism.

• Comfort with technology and an eagerness to embrace new systems and processes.

• A fast learner who enjoys sharing knowledge and helping others succeed.

• Willingness to obtain the Chartered Banker Certificate in Complaint Handling (support provided).

Why Join Us

You’ll be part of a supportive, forward-thinking team that values innovation, collaboration and continuous improvement. We’re transforming how we deliver financial services — and you’ll have the opportunity to shape that journey.

If you’re passionate about helping people, skilled at solving complex problems, and want to work in an organisation that truly makes a difference, we’d love to hear from you.

Apply today and help us create a smarter, more human approach to financial wellbeing.

Customer Relations Advisor

Our client, a well-established and growing business based in Winchester, is seeking a Customer Relations Advisor to join their team.

This is a key role at the heart of the company, where you’ll act as the vital link between sales, production, logistics, and the customer ensuring every order runs smoothly from start to finish. Working with luxury products, you’ll take pride in maintaining the high standards expected by their clients, delivering an exceptional customer experience every time. If you’re someone who thrives on organisation, enjoys problem-solving and values excellence in service, this role could be perfect for you.

Key Responsibilities:

• Accurately process sales orders, confirming lead times, availability, pricing and bespoke requirements.
• Keep accurate client and order records within internal systems.
• Provide timely updates to clients on order status and proactively manage expectations
• Handle customer enquiries across phone, email and online platforms.
• Collaborate with logistics, warehouse, production and sales teams to ensure smooth fulfilment
• Identify and communicate any delays, shortages or issues, coordinating solutions such as returns or replacements.
• Keep accurate client and order records within internal systems.
• Support service reporting and take part in continuous improvement initiatives.

Who They're Looking For:

• 2+ years of experience in customer service, order processing, or operations within a luxury retail/ high net worth product environment
• Naturally customer-focused, with a calm, professional communication style.
• Exceptionally organised, with great attention to detail and accuracy.
• Resilient when working under pressure or managing multiple queries at once.
• Collaborative mindset to work cross-functionally with internal departments
• Confident using systems such as ERP, CRM, email, and Excel.
• Knowledge of sales order processing and systems such as SAP, Sage, or Datafile
• Experience with HubSpot or similar CRM software is desirable.

If you’re looking for a role where you can make a real difference to the customer journey, we’d love to hear from you.

Position: Customer Relations Advisor

Contract Type: Permanent / Full-time

Location: Ryton on Dunsmore, Coventry (Hybrid working)

Salary: £

Why choose DHL eCommerce UK?

Want to work for one of the UK's best workplaces? We are proud to announce that DHL eCommerce UK has been recognised as a Best Workplace 2025 and achieved Top Employer accreditation for the 5th year running. As well as competitive pay rates, you will be entitled to a range of benefits including discount vouchers for restaurants, cinemas, retail outlets, healthcare and much more as well as pension, enhanced family leave, childcare discounts, employee assistance programme and much more

About the role:

To manage enquiries and complaints to conclusion at a consistently high standard, making decisions to an agreed level that will assist with early resolution. The role is key in maintaining customer loyalty to the brand, preventing loss of business, and working across all areas of the business to establish route cause which will assist with continuous improvements, processes and performance.

Key Responsibilities:

• Promote a customer focused approach within DHL
• Manage customers expectations.
• Support escalations from the outsource provider.
• Organise and prioritise complaint investigations whilst achieving KPI's and standards of the role.
• Handle complex issues and objectives.
• Identify and document root cause information and contribute to the identification of improvement opportunities.

· Proactively communicate with customers and colleagues in order to resolve customer complaints in a timely manner in order to improve customer satisfaction levels and restore faith in DHL · Liaise with the relevant functions in order to look at ways we can improve our processes and performance to prevent future reoccurrences.

• Manage the complaint investigation, gathering all available information related to the shipment's transit to its final destination in line with the Claims and Complaint Handling guide.
• Record all real time data on each Complaint file.
• Where applicable, ensure that the details of completed complaints are passed to Claims personnel for settlement.
• Liaise with the Customer Relations Team Leader to agree and document root cause and potential improvement areas - for feedback to the business.
• Where the complaint has been received by a senior member of the business, ensure that they are updated

The ideal candidate will have:

• Planning and organisation skills with the ability to multi task whilst working under pressure.
• Excellent customer focus and attention to detail
• Excellent communication skills.
• Highly flexible approach with a keen eye for detail.
• Exceptional problem solving skills.
• Ability to work in a fast paced environment with tight deadlines.

What about career development?

We take every employee's career seriously and believe in realising their full potential. We have dedicated learning and development programmes that are open to every employee and an open working culture where everyone's voice is heard, so you can shape your future career path at DHL eCommerce UK.

What will you need to do next?

If you meet the requirements for this role and are looking for your next career move, submit your application to us along with an up-to-date CV

Our approach to Diversity and Inclusion

As a global company, we see the diversity of our employees as a genuine strength. A strength that we will only really leverage if we ensure that our employees sincerely feel that they can bring their true selves to work every day.

We're committed to attracting the best possible person for every vacancy irrespective of age, gender, ethnicity, disability, sexual orientation, gender identity, socio-economic background, religion and/or belief. We will ensure that all our resourcing activities are fair, transparent, and consistent across the UK.

Make a Home at Taylor Wimpey

At Taylor Wimpey, we don’t just build houses; we build futures. Not just for the people who live in our homes, but for our own people too. When we bring our collective skills together, we make amazing things happen - for ourselves, for each other and for our customers. There are incredible opportunities on your doorstep, and we want you to discover them all. 

With 22 regional offices across the UK and operations in Spain, we bring our vision to life locally. Here, you’ll be given the tools to develop your skills and the freedom to explore new avenues. Share your ideas, experience a no-blame culture, and shape your work around your life.

Every single one of us plays a vital role in bringing to life incredible places and spaces, where anyone can thrive. We believe in making a positive difference to our planet, as well as to people. 

Home to work that matters, and you can be a part of it.

Job Summary

The Customer Relations Manager acts as the key point of contact for customers as they move through the Taylor Wimpey Customer Journey from the point they are introduced to their finished home prior to legal completion until they have settled into their new home (typically 8-weeks). They will be responsible for ensuring that the homes handed over to customers meet the Taylor Wimpey Consistent Quality Standards and are “customer-ready” and working with Sales and the Site team to ensure customers legally complete in the timeframes expected. They are also responsible for carrying out quality Home Demonstrations and all aftercare events in a timely and quality way, keeping customers informed on the progress of any issues they raise and working in partnership with the Site team to resolve these as quickly as possible.
The Customer Relations Manager should be conversant in using the technology provided to carry out their role and be adherent to the relevant processes and procedures, including all health and safety regulations and protocols.

Primary Responsibilities

Demonstrates role model customer behaviour

• Acts as an inspiring role model across the team in the delivery of great customer service
• Always demonstrates positive behaviour when discussing or interacting with customers
• Always engage with customers in a professional manner so they are assured we have understood their problem and trust that we will act to resolve this quickly
• Role models Taylor Wimpey’s values by always behaving with integrity and professionalism, acting in a positive, collaborative and encouraging style with everyone

Drives operational performance to achieve key business objectives and priorities

• Works collaboratively with the Site and Sales team to ensure Home Quality Inspections, Home Demonstrations and Customer Journey Aftercare events are carried out in a timely manner, relative to the customers anticipated legal completion date
• Invites all customers to a Home Demonstration and Pre-Completion Inspection ahead of legal completion, so their moving-in day is as easy as possible
• Visits customers after they have moved in to collect their snagging list and any defects and works in collaboration with the Site team to resolve issues
• Demonstrates a solution focused approach to ensure SLA’s are achieved and conflicting priorities are managed well
• Works independently and in an organized and well-planned manner to resolve issues, tasks and complaints within the required SLA
• Looks for solutions when blockers to remedying customer issues arise and ensures the Customer Director is made aware when issues cannot be resolved within SLA
• Ensures issues have quality notes for reference so there is an accurate record of all customer interactions
• Builds relationships with other functions and works collaboratively with them to resolve customer issues
• Builds relationships with subcontractors and suppliers to ensure they understand our expectations of their customer commitments and provide feedback where appropriate to ensure continuous improvement of our service offering
• Builds relationships with other functions and works collaboratively with them to resolve issues.

Committed to continuous improvement

• Takes responsibility for their own development by asking for feedback on their performance to ensure ongoing improvement
• Identifies gaps in their customer engagement ability (verbal and written) and takes responsibility for the continuous improvement of these
• Identifies ways of working that could be more efficient and/or cost effective and puts forwards ideas for improvement
• Keeps up to date with house type ranges, products, specifications and new technology in the home, to ensure informed conversations with customers

Experience, Qualifications, Technical Requirements

• Able to demonstrate ability to work flexibly, efficiently and reliably, with some weekend and end of day hours 
• Strong interpersonal, communication and relationship building skills
• Proven ability to work collaboratively, manage complex internal relationships and challenge appropriately
• Proven ability to remain calm, measured and resilient in challenging situations
• Proven track record of ability to manage complex customer matters
• Previous experience of working in the housebuilding industry

What we offer at Taylor Wimpey

At Taylor Wimpey, we are committed to enabling you to make a home with us. Our work is not just about building homes; it's about doing work that matters, making a positive impact on the lives of our customers and the communities we serve.

We enjoy many benefits as standard, including excellent retail discounts, company funded life insurance and private healthcare, and access to a quality pension scheme with company contributions.  We also offer our discounted house purchase scheme, car leasing scheme and share plans, as well as the opportunity to tailor your benefit package to suit your needs with options such as buying extra annual leave or adding dependants to your benefit cover.  Our total reward offer works perfectly with our culture, we are a welcoming community where everyone can feel at home.    

We create a home to your future by providing opportunities for growth and development. We offer industry leading professional training and development, which supports you to unlock your potential and fulfil your career and personal goals in a variety of opportunities and environments. We look to develop our people in the skills and areas they are most interested in, leveraging your qualities and appreciating your unique competencies, skills and expertise that, when we come together, make this a great place to work.

If you want to do work that matters and build a career that lasts, make a home at Taylor Wimpey. 

Inclusivity Statement

As a proud Disability Confident Employer, Taylor Wimpey is committed to creating a diverse and inclusive workforce. We actively collaborate with individuals who have disabilities and long-term health conditions which have an effect on their ability to do normal daily activities, ensuring that barriers are eliminated when it comes to employment opportunities. In line with our commitment, we guarantee an interview to applicants who declare to us during the application process that they have a disability and meet the minimum requirements for the role. Join us in building a truly diverse and empowered team.

Internal Applicants:

Please inform your line manager if you wish to apply for this role.

Make a Home at Taylor Wimpey

At Taylor Wimpey, we don’t just build houses; we build futures. Not just for the people who live in our homes, but for our own people too. When we bring our collective skills together, we make amazing things happen - for ourselves, for each other and for our customers. There are incredible opportunities on your doorstep, and we want you to discover them all. 

With 22 regional offices across the UK and operations in Spain, we bring our vision to life locally. Here, you’ll be given the tools to develop your skills and the freedom to explore new avenues. Share your ideas, experience a no-blame culture, and shape your work around your life.

Every single one of us plays a vital role in bringing to life incredible places and spaces, where anyone can thrive. We believe in making a positive difference to our planet, as well as to people. 

Home to work that matters, and you can be a part of it.

Job Summary

The Customer Relations Manager acts as the key point of contact for customers as they move through the Taylor Wimpey Customer Journey from the point they are introduced to their finished home prior to legal completion until they have settled into their new home (typically 8-weeks). They will be responsible for ensuring that the homes handed over to customers meet the Taylor Wimpey Consistent Quality Standards and are “customer-ready” and working with Sales and the Site team to ensure customers legally complete in the timeframes expected. They are also responsible for carrying out quality Home Demonstrations and all aftercare events in a timely and quality way, keeping customers informed on the progress of any issues they raise and working in partnership with the Site team to resolve these as quickly as possible.
The Customer Relations Manager should be conversant in using the technology provided to carry out their role and be adherent to the relevant processes and procedures, including all health and safety regulations and protocols.

Primary Responsibilities

Demonstrates role model customer behaviour

• Acts as an inspiring role model across the team in the delivery of great customer service
• Always demonstrates positive behaviour when discussing or interacting with customers
• Always engage with customers in a professional manner so they are assured we have understood their problem and trust that we will act to resolve this quickly
• Role models Taylor Wimpey’s values by always behaving with integrity and professionalism, acting in a positive, collaborative and encouraging style with everyone

Drives operational performance to achieve key business objectives and priorities

• Works collaboratively with the Site and Sales team to ensure Home Quality Inspections, Home Demonstrations and Customer Journey Aftercare events are carried out in a timely manner, relative to the customers anticipated legal completion date
• Invites all customers to a Home Demonstration and Pre-Completion Inspection ahead of legal completion, so their moving-in day is as easy as possible
• Visits customers after they have moved in to collect their snagging list and any defects and works in collaboration with the Site team to resolve issues
• Demonstrates a solution focused approach to ensure SLA’s are achieved and conflicting priorities are managed well
• Works independently and in an organized and well-planned manner to resolve issues, tasks and complaints within the required SLA
• Looks for solutions when blockers to remedying customer issues arise and ensures the Customer Director is made aware when issues cannot be resolved within SLA
• Ensures issues have quality notes for reference so there is an accurate record of all customer interactions
• Builds relationships with other functions and works collaboratively with them to resolve customer issues
• Builds relationships with subcontractors and suppliers to ensure they understand our expectations of their customer commitments and provide feedback where appropriate to ensure continuous improvement of our service offering
• Builds relationships with other functions and works collaboratively with them to resolve issues.

Committed to continuous improvement

• Takes responsibility for their own development by asking for feedback on their performance to ensure ongoing improvement
• Identifies gaps in their customer engagement ability (verbal and written) and takes responsibility for the continuous improvement of these
• Identifies ways of working that could be more efficient and/or cost effective and puts forwards ideas for improvement
• Keeps up to date with house type ranges, products, specifications and new technology in the home, to ensure informed conversations with customers

Experience, Qualifications, Technical Requirements

• Able to demonstrate ability to work flexibly, efficiently and reliably, with some weekend and end of day hours 
• Strong interpersonal, communication and relationship building skills
• Proven ability to work collaboratively, manage complex internal relationships and challenge appropriately
• Proven ability to remain calm, measured and resilient in challenging situations
• Proven track record of ability to manage complex customer matters
• Previous experience of working in the housebuilding industry

What we offer at Taylor Wimpey

At Taylor Wimpey, we are committed to enabling you to make a home with us. Our work is not just about building homes; it's about doing work that matters, making a positive impact on the lives of our customers and the communities we serve.

We enjoy many benefits as standard, including excellent retail discounts, company funded life insurance and private healthcare, and access to a quality pension scheme with company contributions.  We also offer our discounted house purchase scheme, car leasing scheme and share plans, as well as the opportunity to tailor your benefit package to suit your needs with options such as buying extra annual leave or adding dependants to your benefit cover.  Our total reward offer works perfectly with our culture, we are a welcoming community where everyone can feel at home.    

We create a home to your future by providing opportunities for growth and development. We offer industry leading professional training and development, which supports you to unlock your potential and fulfil your career and personal goals in a variety of opportunities and environments. We look to develop our people in the skills and areas they are most interested in, leveraging your qualities and appreciating your unique competencies, skills and expertise that, when we come together, make this a great place to work.

If you want to do work that matters and build a career that lasts, make a home at Taylor Wimpey. 

Inclusivity Statement

As a proud Disability Confident Employer, Taylor Wimpey is committed to creating a diverse and inclusive workforce. We actively collaborate with individuals who have disabilities and long-term health conditions which have an effect on their ability to do normal daily activities, ensuring that barriers are eliminated when it comes to employment opportunities. In line with our commitment, we guarantee an interview to applicants who declare to us during the application process that they have a disability and meet the minimum requirements for the role. Join us in building a truly diverse and empowered team.

Internal Applicants:

Please inform your line manager if you wish to apply for this role.

• Manage and lead the customer service and IT helpdesk teams.
• Ensure the delivery of high-quality customer support and technical assistance.
• Develop and implement effective support strategies and processes.
• Monitor and manage service level agreements (SLAs) and key performance indicators (KPIs).
• Handle escalated customer inquiries and ensure timely resolution.
• Recruit, train, and mentor customer service and helpdesk staff.
• Optimize helpdesk ticketing systems and CRM platforms.
• Collaborate with other departments to enhance the overall customer experience.
• Develop and deliver customer service training programs.
• Prepare regular reports on team performance and customer satisfaction metrics.

• Bachelor's degree in Business Administration, Information Technology, or a related field.
• Minimum of 5 years of experience in customer service management or IT helpdesk leadership.
• Proven experience in managing and developing support teams.
• Strong knowledge of CRM systems and helpdesk software.
• Excellent understanding of ITIL best practices (IT Service Management).
• Exceptional problem-solving, communication, and interpersonal skills.
• Demonstrated ability to handle customer escalations effectively.
• Experience in developing and implementing training programs.

• Leading, training, and motivating a team of IT support professionals to achieve service level agreements (SLAs).
• Managing the IT helpdesk ticketing system, ensuring timely and accurate resolution of user issues.
• Developing and implementing IT support policies, procedures, and best practices.
• Monitoring system performance, identifying trends, and proactively addressing potential issues.
• Overseeing the management of IT assets, software licenses, and inventory.
• Collaborating with other IT departments to ensure seamless service delivery and incident management.
• Developing and delivering IT support training to end-users.
• Managing vendor relationships for IT support tools and services.
• Contributing to IT strategy and planning, particularly in areas of user support and infrastructure.
• Ensuring high levels of user satisfaction through effective communication and problem resolution.