Job Details

You will lead the Customer Services contact centre delivery team - around 50 core people and up to 100 seasonal temporary staff. You will line manage 4 Team Managers and will work alongside the Resource Planning and Training and Quality teams to effectively align operational plans to support strategic priorities.  The Senior Manager - Customer Services is critical to the successful delivery of service for our customers, and you will be responsible for engaging and managing stakeholder relationships at all levels with various groups to deliver excellent customer service across the whole of AQA. 

In this role, you'll be responsible for: 

• Leading the day-to-day operations of the customer services contact centre to ensure exceptional service and operational efficiency. 
• Driving strategic change initiatives that enhance customer experience and support long-term business goals. 
• Coaching and developing Team Managers to foster a customer-centric and performance-driven culture. 

This is a newly created senior role and will offer a high degree of independence in decision making, and a significant opportunity to collaborate with teams across the entire business. 

This role will provide the chance for you to: 

• Shape the future of customer experience across the organisation. 
• Lead and inspire a team, driving performance and culture. 
• Influence senior stakeholders and contribute to business-wide decisions. 
• A chance to work on transformation projects, innovation, and service design. 
• Directly improve customer satisfaction and loyalty. 
• Solve real problems and enhances people’s experiences. 
• Be a driving force in shaping a values-led culture that prioritises support, inclusion, and the growth of our people - where delivering service excellence isn’t just expected, it’s celebrated. 

At AQA, we are committed to fostering a workplace that celebrates diversity and promotes equity and inclusion. We believe that a diverse team brings richer perspectives and drives better outcomes. Our Equality, Diversion and Inclusion strategy ensures that everyone—regardless of religion, ethnicity, gender identity or expression, age, disability, sexual orientation, or background—is valued, respected, and empowered to thrive. We actively promote inclusive language, avoid stereotypes, and strive for representation across all dimensions of diversity. We welcome applications from individuals of all backgrounds and lived experiences. 

You’ll thrive in this role if you are: 

• A strong leader with proven ability to deliver business results through others. 
• Customer-focused and passionate about delivering exceptional service. 
• Skilled in navigating high-pressure periods with precision planning and decision-making. 
• Experienced in managing change and driving adoption of new systems and processes. 
• Familiar with contact centre technologies and performance metrics. 

You will need to be self-aware, adaptable and able to build and maintain strong relationships built on trust, respect and open communication. You will be able to articulate a clear vision for the future and inspire others to work towards it, while encouraging strategic thinking and innovation within the team.  You will be able to prioritise not only your own development but also the development of others and understand that leadership is a continuous journey of learning and growth.