Customer Contact Manager | Inclusive Jobs

460997 Customer Contact Manager

Maritime and Coastguard Agency

Apply before 11:55 pm on Wednesday 10th June 2026

📍 Location: Southampton (This role is suitable for hybrid working)

💷 Salary: £35,663 – A Civil Service Pension with an employer contribution of 28.97%

🕘️ Contract Type: Permanent – Flexible working, Full-time, Job share, Part-time

🏆️ Available Positions: 1

We are recruiting for a Customer Contact Manager to lead and develop staff to ensure a focused and high-quality customer centric workforce here at the Maritime and Coastguard Agency (MCA).

As the Customer Contact Manager you will responsible for the leadership and management of the Customer Service team based in the Southampton Office.

This role is key in the design, creation and delivery of a world-class Customer Service strategy. Through the measurement and monitoring of the day-to-day operation and performance of the teams. This role will be measured on the team achieving the set Customer Service standards and KPIs.

Top Responsibilities

Direct line management of 5 Customer Managers (EO) and overall management of 25 staff ensuring that staff performance and productivity achieves the agreed service standards and KPIs
Act as main liaison point in Seafarer Operations and build effective working relationships with the wider MCA and REG through networking and communication
Oversee the planning and prioritisation of workflow allocation to your indirect reports
Deliver an outstanding operational and quality service to all customers
Manage the deployment of key business improvements through digital UKSR platform and other systems identifying opportunities to improve ways of working to ensure that KPIs and related targets are met
Manage recruitment and resourcing for Seafarer Operations to ensure resource is at the optimum level in line with achieving operational KPIs and SLAs
Measure success through sharing of information and best practise captured in action plans and customer feedback

Benefits

Employer pension contribution of 28.97% of your salary. Read more about Civil Service Pensions here
25 days annual leave, increasing by 1 day each year of service (up to a maximum of 30 days annual leave).
8 Bank Holidays plus an additional Privilege Day to mark the King’s birthday.
Access to the staff discount portal.
Excellent career development opportunities and the potential to undertake professional qualifications relevant to your role paid for by the department, such as CIPD, Prince2, apprenticeships, etc.
Joining a diverse and inclusive workforce with a range of staff communities to support all our colleagues.
24-hour Employee Assistance Programme providing free confidential help and advice for staff.
Flexible working options where we encourage a great work-life balance.

About You

To be successful in this role you will need to have the following experience:

Demonstrate knowledge and experience of leading operational customer service and/or contact centre teams supported by compelling evidence of success in senior leadership roles
Knowledge of Lean Six Sigma and/or other principles for implementing business process improvements
Proven track record of successfully managing or delivering a change programme in a customer-facing business
A proven track record in stakeholder engagement, including interpersonal skills which promote effective interaction with internal and external stakeholders.

How to Apply

👉 Read the full description and apply here: https://bit.ly/49lyTJl

This vacancy closes at 23:55 on Wednesday 10^th June 2026