Customer Care Manager

pdms· Customer Care
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📍 Isle of Man, Douglas, Isle of ManFull Time

About this role

Help us deliver exceptional customer experiences and shape the future of Customer Care 

 

Do you bring energy, enthusiasm and a customer-first mindset to everything you do? 


We're looking for an experienced Customer Care Manager to lead and develop our Customer Care function, bringing together support leadership, customer success and service delivery. 


This is a fantastic opportunity to shape how we care for our customers and support our people. Working closely with the CEO and Senior Leadership Team, you'll lead a passionate team, strengthen client relationships, drive service excellence and help define the future of Customer Care at PDMS. 


You'll be a natural leader who loves bringing people together, solving problems, improving processes and creating exceptional customer experiences. Whether you're coaching your team, developing new ways of working or supporting customers through critical moments, you'll bring positivity, resilience and a can-do attitude every day. 


We're looking for someone who is enthusiastic, proactive and genuinely excited about making a difference.  


Where you fit in 

In this role you will: 

  • Lead, coach and develop the Customer Care team. 
  • Own and evolve PDMS' Customer Care strategy and approach. 
  • Ensure excellent service delivery, SLA compliance and customer satisfaction. 
  • Act as a senior escalation point for customers and support team. 
  • Drive continuous improvement across Customer Care processes and standards.  
  • Build strong customer relationships and lead service reviews. 
  • Support contract renewals, retention activities and commercial decision making. 
  • Collaborate with Professional Services, R&D and Sales & Marketing functions to ensure a joined-up customer experience. 
  • Establish meaningful KPIs and provide management insight on team and customer performance. 

 

What we'd like you to bring 

  • Leadership experience within Customer Care, Support, Service Delivery or a similar function. 
  • Strong understanding of customer support, SLAs, contracts and renewals. 
  • 3+ years’ experience with helpdesk or ITSM platforms and escalation management. 
  • 2+ years of people management  
  • Excellent communication and stakeholder management skills. 
  • Strong coaching, mentoring and people development capability. 
  • Commercial awareness and the ability to balance customer and business needs. 
  • Strong organisational skills and the ability to prioritise effectively. 
  • Experience in a software, SaaS or Managed Services environment. 

 

 It would be great if you also have: 

  • ITIL certification. 
  • Experience of AI-enabled service operations. 
  • Leadership qualifications or training. 

Frequently Asked Questions

Is the salary disclosed for the Customer Care Manager position at pdms?
The salary for this Customer Care Manager role at pdms is not publicly listed. Click "Apply Now" to learn more about the compensation package on their official careers page.
Where is the Customer Care Manager position at pdms located?
This Customer Care Manager role at pdms is based in Isle of Man, Douglas, Isle of Man. The position is listed as on-site or hybrid. Check the full job description or apply directly to confirm the work arrangement.
Is the Customer Care Manager role at pdms full-time or part-time?
This is listed as a Full Time position. It is posted as a Customer Care Manager role in the Customer Care department at pdms.
Which team or department does the Customer Care Manager at pdms belong to?
This Customer Care Manager position is part of the Customer Care department at pdms. See the full job description for more information about the team structure and responsibilities.
How do I apply for the Customer Care Manager position at pdms?
Click the "Apply Now" button on this page. You will be redirected to pdms's official application portal hosted on bamboohr where you can submit your application directly.
When was the Customer Care Manager job at pdms posted?
This Customer Care Manager position at pdms was posted on Aug 11, 2026. Apply as soon as possible — early applications are often reviewed first.
Customer Care Manager
pdms
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