Customer Service Manager

What You'll Be Doing

Are you passionate about creating outstanding customer experiences? Are you ready to shape the future of leisure services and make a real difference in your community?

Southwark Council is offering an exciting opportunity to be part of our brand-new leisure service, empowering residents to lead healthier, happier lives. We’re looking for a dynamic and enthusiastic Customer Service Manager to lead the way at The Castle Leisure Centre.

As Customer Service Manager, you’ll be at the heart of our mission to deliver exceptional experiences for every visitor. You’ll inspire and lead a dedicated team, ensuring seamless service and making every interaction count.

Your key responsibilities will include:

• Motivating, mentoring, and managing a dynamic team with excellent communication and collaboration skills.
• Creating innovative ways to enhance customer satisfaction and loyalty.
• Resolving customer queries and complaints across multiple platforms with professionalism and care.
• Collaborating with other managers to improve services and identify opportunities for growth.
• Driving positive change and promoting a proactive, customer-first culture.

What We're Looking For

We’re looking for someone who thrives in a fast-paced, customer-focused environment. You’ll bring:

• A Customer Service Level 2 qualification (or equivalent experience).
• Proven experience in delivering exceptional customer service and managing teams in a customer-facing role.
• A track record of achieving and exceeding targets.
• Strong skills in using CRM systems to manage and forecast effectively.
• A passion for resolving customer issues and identifying innovative solutions.
• An enthusiasm for leisure services, with a commitment to promoting healthy lifestyles and reducing health inequalities across the borough.

Additional Information

Closing date: Monday 21 July 2025

Interview date: W/C 28 July 2025

Southwark Leisure Services operates across several sites, seven days a week from early morning to late night. There is a requirement for the post holder on occasions, to work outside normal office hours and at different venues to meet the needs of the service.

• Job Type: Permanent, Full Time, 36 hours a week.
• Some weekend and evening work will be required to meet service needs.
• Southwark Council is committed to equality, diversity, and inclusion.

Benefits and more information:

In your role, we want you to feel supported, challenged and rewarded. You will benefit from our family-friendly policies including flexible working, home working, and a local government pension scheme, plus many other staff benefits. You will join a motivated, driven and supportive team that strives for excellence and values its members. You will also be part of a successful and high-achieving development team that is making a real difference to the lives of residents in the borough. For more information about the wide variety of benefits you can take advantage of please visit our Staff Benefits page.

Attachments

• Click here to view the Job description and Person specification