Customer Service Manager
Maritime and Coastguard Agency
Apply before 11:55 pm on Wednesday 11th February 2026
📍 Location: Cardiff (Hybrid)
💷 Salary: £30,485 (Plus a weekend working allowance of £1,000 p.a.)
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
The UK Ship Register (UKSR) is part of the Maritime and Coastguard Agency (MCA) and works to promote the UK flag worldwide. Within the UKSR the Registry of Shipping & Seaman (RSS) in Cardiff is responsible for providing front-line Customer Service and the issuing of Ships Registration and Seafarers Documentation.
Reporting to the Customer Contact Manager, the Customer Service Manager is responsible for the delivery of first-class customer service through management of front-line, multiskilled customer service teams. Pro-actively managing performance to ensure customer needs and MCA Service standards are met. Managing flexible deployment of staff to cover customer demand and implementing initiatives to support MCA corporate objectives and staff development. Engaging and developing staff, ensuring a focused and high-quality customer centric workforce.
Top Responsibilities
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Direct line management of a multi-skilled Customer Service team with indirect responsibility for Customer Service Agents outside the team during rota'd shifts (including early morning, evening and weekends).
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Responsible for ensuring MCA Service Standards are met through daily performance monitoring and analysis, coaching and development of teams .
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Monitor the team and customer-driven online activity, pro-actively managing resource to achieve gold standard customer service by aiming for a departmental Abandon Rate of 3% and Service level above 85%. Put in place action plans as required for team members who are not meeting productivity targets, providing support and coaching as required.
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Monitor the team workload and pro-actively manage resource to achieve SLAs for customer requests ensuring GDPR compliance at all times.
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Manage escalated complaints or staff referrals for complex applications and customer enquiries.
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Participate in recruitment campaigns as required by the Customer Contact Manager.
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Work as part of a management team as directed to co-ordinate corporate projects, share best practice, provide support and ensure consistency and resource cover across the department.
Benefits
Being part of our brilliant Civil Service means you will have access to a wide range of fantastic benefits:
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Employer pension contribution of 28.97% of your salary. Read more about Civil Service Pensions here
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25 days annual leave, increasing by 1 day each year of service (up to a maximum of 30 days annual leave).
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8 Bank Holidays plus an additional Privilege Day to mark the King’s birthday.
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Access to the staff discount portal.
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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.
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Joining a diverse and inclusive workforce with a range of staff communities to support all our colleagues.
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24-hour Employee Assistance Programme providing free confidential help and advice for staff.
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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:
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An excellent and proven track record of managing in and providing high quality customer service in a fast paced, contact centre environment is essential
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Demonstrable experience of effectively managing a team and providing leadership and direction in a Customer Service environment
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Professional and effective approach with excellent communication skills
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Demonstrable experience of managing SLA's and KPI's
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Experienced IT user with demonstrated use of Microsoft office packages
Additional Information
The Contact Centre operates 7 days per week:
Mon – Fri 7.30am – 6.00pm
Sat – Sun 9.00am – 4.00pm
This role participates in a rota which covers the opening hours including early starts and late finishes.
There is also a requirement to work 1 in 6 weekends on a rota basis, though this may become more frequent depending on staffing levels, and some bank holidays.
How to Apply
👉 Read the full description and apply at CS Jobs using the link provided.
This vacancy closes at 23:55 on Wednesday 11th February 2026
