Customer Service ManagerAre you passionate about putting customers at the heart of decision-making? Do you thrive on turning insight into action and fostering a customer-first culture? If so, we''d love to hear from you.About the RoleAs Customer Research and Insight Manager, you''ll lead the development and delivery of a comprehensive research and insight programme that ensures our customers'' voices are heard and acted upon. You will: Design and manage a range of research initiatives to deepen customer understanding and influence business decisions Oversee customer satisfaction measurement, including methodology, survey design, and supplier relationships Map and analyse the end-to-end customer journey to identify key moments and pain points Lead on Tenant Satisfaction Measures (TSM), ensuring compliance, robust data, and actionable insights through compelling visual storytelling Manage and mentor a Customer Research and Insight Analyst, delivering customer segmentation and personas to inform service improvements and strategic planningWhy Join Our Client? We offer a rewarding package that supports your wellbeing and work-life balance: 28 days annual leave (plus bank holidays), pro-rated for part-time roles Hybrid working - up to 2 days a week from home Health cash plan - claim back over 1,000 annually on essential healthcare like dental, optical, and physio. We''ll also cover your dependent children (up to age 21 or 24 if in full-time education) Discounts and cashback - save