Senior Customer Service Manager - 12 month Fixed Term

12-Month Fixed-Term Contract

Help shape the future of customer experience

Are you passionate about delivering exceptional customer service and creating positive outcomes for customers, communities and stakeholders?

You'll enjoy tackling complex issues, piecing together information from multiple sources and finding solutions that deliver the best possible outcome for customers and stakeholders.

We're looking for someone who:

• Has significant experience in a senior customer service, customer experience or customer strategy leadership role, ideally within a complex organisation.
• Has experience managing complex correspondence, complaints or customer cases, often involving technical or sensitive issues.
• Can confidently write and review communications for a wide range of audiences, from general customer enquiries through to Executive and Government-level correspondence.
• Understands how to translate complex information into clear, accessible language that informs, reassures and builds trust.
• Is a confident and empathetic people leader who can build, coach and inspire high-performing teams.
• Leads with integrity, energy and a strong set of values.
• Has a continuous improvement mindset and understands how technology can be used to improve efficiency, effectiveness and customer outcomes.
• Understands how excellent customer service contributes to wider organisational and commercial objectives, balancing customer outcomes with business needs.
• Thrives on challenge and enjoys balancing strategic priorities with day-to-day operational leadership.

Most importantly, you'll be someone who genuinely cares about customers, enjoys making a difference and wants to work in a role where you'll be challenged and valued in equal measure.

This is an exciting opportunity to lead a highly respected customer correspondence, incident support and complaints team while helping to shape and deliver our strategic customer plan. You'll join an organisation already recognised for service excellence through the Institute of Customer Service's SERVICEMARK accreditation and play a key role in taking our customer experience to the next level.

This is a role with genuine influence. You'll be trusted to balance strategic thinking with operational delivery, helping to embed a customer-focused culture across the organisation while ensuring we continue to provide fair, responsive and high-quality support to our customers.

If you enjoy solving complex problems, bringing people together to find solutions and leading teams that make a real difference, we'd love to hear from you.

As Senior Customer Strategy and Support Manager, you'll lead our established customer correspondence, incident support and complaints team and play a key role in bringing our customer plan to life.

You'll be responsible for both the strategic direction and operational delivery of the service, ensuring we continue to meet the high standards our customers expect while identifying opportunities for improvement and innovation.

Working closely with colleagues across the organisation, you'll help strengthen our customer-focused culture, use customer insight to drive change and ensure every interaction reflects our values and commitment to service excellence.

Key responsibilities include:

• Leading the development and delivery of customer strategy and continuous improvement initiatives.
• Managing complex correspondence, incidents and complaints, ensuring fair, consistent and customer-focused outcomes.
• Overseeing formal communications with a range of audiences, including customers, stakeholders, local authorities, Government departments and Executive teams.
• Translating complex and highly technical information into clear, accessible and engaging communications.
• Identifying opportunities to improve efficiency, effectiveness and customer outcomes through process improvement, insight and technology.
• Leading, coaching and developing a high-performing customer-focused team.
• Building strong relationships across the organisation to influence and embed best practice in customer experience.
• Supporting the delivery of organisational and commercial objectives by ensuring customer needs, insight and experience inform service delivery and decision-making.

Why Join Us?

This is an opportunity to shape how we engage with customers across the organisation while leading a team that already has a strong reputation for service excellence.

You'll have the freedom to influence, improve and innovate, working alongside passionate colleagues who believe in putting customers at the heart of everything they do.

If you're looking for a role where you can make a lasting impact on customers, services and organisational culture, we'd love to hear from you.

To find out more about the role, please take a look at the job description.

Schedule:

Application closing date:  12th July 2026

Sifting date: Monday 13th July 2026

Interviews: w/c 13th and 20th July 2026

(If you are unavailable on these interview dates, please make us aware and we will look at alternative dates)

Security:

Successful candidates must pass basic security checks and will be subject to UK Immigration requirements.

Why join us?

Make a real difference with flexibility, long‑term security and support for life outside work.

At the Mining Remediation Authority, you’ll do meaningful work that improves people’s lives and protects the environment, while building a sustainable and balanced career.

• Flexibility that fits your life – hybrid working and flexibility in how you manage your time
• Financial security for your future – including a pension with up to 29% employer contribution
• Time to recharge – 27.5 days’ annual leave plus bank holidays, with options to flex more days
• Support through life’s big moments – generous family leave and flexibility when you need it most
• Opportunities to grow – funded learning, development and professional subscriptions
• Wellbeing support you can use every day – including a monthly wellbeing allowance, confidential support and practical health benefits

Find out more about our full range of benefits and what it’s like to work with us here Life page

About us

At the Mining Remediation Authority, we make a real difference to people and places across Great Britain. From managing mining hazards to protecting the environment, our work keeps communities safe. We’re also playing an exciting role in the future of energy, helping to unlock mine water heat as a sustainable source to support the UK’s net zero ambitions. Our people are knowledgeable, collaborative and committed to doing the right thing for each other and for the communities we serve.

Why this matters

You’ll be joining an organisation that’s proud of the impact we make. We’re supportive, inclusive and genuinely care about delivering the right outcomes for communities across England, Scotland and Wales. Discover more about our work in our Business Plan

Inclusion matters to us

We’re committed to building a workforce that reflects the diversity of the communities we serve, and we welcome applications from everyone.

We offer a guaranteed interview scheme for disabled applicants and those from minority ethnic backgrounds who meet the minimum criteria.

If you need any adjustments as part of the recruitment process, please contact us at [email protected] or call 01623 637000 we’re here to support you.