Service Optimisation Manager

Permanent

Location - Manchester

Salary: £43,650 - £49,654

Closing date - 9th August 2025

We're redesigning how we support our customers - and we're looking for passionate people to help lead that change.

This is your chance to shape a smarter, more connected service experience, to make support seamless and be part of a team that values collaboration, insight, and impact

If you care about making things better for customers and want your work to matter; we'd love to hear from you.

What's in it for me?

• A 35-hour working week with 25 days annual leave, rising with service, with bank holidays and extra closure days around Christmas on top
• An excellent contributory pension which could see up to 18.5% combined contribution
• Private Medical Insurance and a Health Care Cash Reward Plan
• A new Electric Vehicle Leasing Scheme
• Up to 5 days for volunteering
• Newly refurbished offices with a variety of individual and collaborative workspaces

What will I be doing?

• Design, improve and embed customer servicing CRM processes that ways of working that put customers first
• Drive automation and smarter workflows to boost efficiency
• Lead cross-functional decision-making with key stakeholders
• Provide data-driven insights and performance reporting to senior leaders
• Champion consistent, high-quality ways of working across teams
• You'll play a key part in embedding a customer-first culture and ensuring our service evolves with the needs of the business and the people we support.

What will I need to succeed?

• You're a natural storyteller with data; turning insights into action to improve how we serve our customers.
• You build strong relationships across teams, work confidently in a matrix environment, and thrive on collaboration. Curious and analytical, you ask the right questions, solve problems with a clear head, and bring structure to even the busiest days.
• You're skilled at leading workshops, building consensus, and helping others make sense of complex issues. A confident communicator, you're just as comfortable influencing stakeholders as you are supporting colleagues with new systems and ways of working.
• Most importantly, you put customers front and centre - always.

How do I apply?

Please upload your CV and ideally a cover letter.

Interviews will be over 2 stages, one on Teams and one face to face.

AQA is an equal opportunities employer and welcomes applications from all sections of the community regardless of gender identity or expression, sexual orientation, religion, ethnicity, age, neurodiversity, disability status, citizenship, or any other aspect which makes people unique.

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