Customer Service Team Manager

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Successful candidates may be based in any of our office locations – Cardiff, Glasgow, or London, we are especially welcoming applications from people based in the Cardiff and Glasgow.

Hybrid working – on average, currently one day per week in the office, or approximately 20% of the month.

Ofgem is Great Britain's independent energy regulator.

Our primary responsibility is to protect energy consumers, especially the most vulnerable, while at the same time working with government, industry and consumer groups to deliver a clean, more affordable and secure net-zero energy system at the lowest cost to consumers, and drive economic growth.

We are seeking a confident and experienced Customer Service Team Manager to join our dynamic team.

This role requires someone who thrives in a fast-paced environment and has a proven track record of managing customer service teams with energy and empathy.

You'll bring strong interpersonal and communication skills, with the ability to motivate and support your team to consistently deliver outstanding service.

You'll be adept at monitoring performance, providing constructive feedback, and managing underperformance with clarity and fairness.


Resilience and composure under pressure are essential, along with a positive attitude toward change and a commitment to continuous improvement.

You'll be proactive in identifying training needs and supporting team development through coaching and cross-skilling, helping individuals grow and succeed.

Confidence in raising operational issues and contributing to workforce planning discussions is key, as is a highly organised approach and strong problem-solving skills with attention to detail.


Above all, we're looking for someone who is passionate about delivering excellent customer service and fostering a culture of inclusion and wellbeing.

If you're ready to lead with purpose and make a meaningful impact, we'd love to hear from you.

Please note this role is known internally as Engagement Team Manager.
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1. HOW DO YOU PLAN YOUR DAY?

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