Commercial and Customer Support Manager Full Time

The Commercial & Customer Support Manager will play a key role in supporting the delivery of a high-quality, commercially sound service to new and existing customers of the HR & Payroll Shared Service Centre.

The role is focused on commercial process and management, particularly across the early phases of service generation, impact assessment, design, pricing support, and contracting for new and changed services. It ensures customer requirements are clearly defined, commercial and operational impacts are understood, documentation is robust, and governance is followed from initial engagement through to operational handover. This role helps protect margin, reduce commercial risk, and ensure consistency in pricing and service scope.

In addition, the role supports in-life commercial management (including contract changes, pricing adjustments, and renewals), alongside ongoing customer relationship management and strategic growth across varied customer types. This is an excellent opportunity for someone highly organised, commercially minded, relationship-focused, and detail-oriented who wants to develop their career in Commercial management, customer experience, and Shared Services.

What will you be doing?

Service Generation, Commercial Assessment & Contracting

• Supporting the early stages of service development and change, including gathering customer requirements, drafting documentation, and conducting structured fact-finding.
• Manage and prepare operational and commercial impact assessments for new or changed services, summarising:
• Scope and service profile
• Risks and dependencies
• Resource and capacity considerations
• Timeline and go-live readiness
• Coordinate internal reviews and inputs from HR, Payroll, Commercial, and wider teams.
• Support the creation, maintenance, and governance of:
• Commercial processes
• Service descriptions that feed into operating models
• Contractual schedules and change documentation
• Ensure all proposals, service changes, and commercial activities follow agreed governance, approval, and escalation routes.

Customer Relationship & Experience

• Support the Senior Manager in managing relationships with new and existing customers, with a focus on commercially sustainable outcomes.
• Assist with coordinating customer meetings, capturing requirements, gathering actions, preparing materials, and tracking progress.
• Maintain accurate customer records, communications, and documentation to support consistent service delivery and commercial governance.
• Prepare clear and accurate presentations to support customer discussions and internal decision-making.

Continuous Improvement & Strategic Support

• Support the development and coordination of the yearly People Services strategy and objectives, ensuring customer insight, commercial activity, and service improvements align with strategic priorities.
• Identify opportunities to improve commercial processes, customer touchpoints, documentation quality, and internal workflows.
• Support the Senior Manager in driving a consistent, structured approach to customer onboarding, service change, and commercial communication.
• Contribute ideas and analysis to improve service transparency, commercial decision-making, and measurable outcomes.

Essential

We tend to look for people with:

• Highly experienced in commercial processes, service development, customer onboarding, or service change activity
• Ability to create structured processes, governance frameworks, and approval routes.
• Strong organizational and administrative skills; able to manage multiple priorities, workstreams, and deadlines.
• Excellent written and verbal communication skills; confident engaging with stakeholders at all levels.
• High attention to detail with the ability to produce accurate documentation, summaries, and impact assessments.
• Confidence using Microsoft Office tools, particularly Word, Excel, PowerPoint, and Teams.
• Interest in delivering excellent customer experience

Desirable

• Experience in an HR, Payroll, Shared Service Centre, or operational environment.
• Understanding of SLAs, KPIs, risk management, quality assurance, and cost-to-serve considerations.
• Basic data analysis skills

Personal Attributes

• Customer-focused with a professional, solutions-oriented approach.
• Proactive, self-motivated, and curious, with a willingness to learn and improve.
• Strategic mindset, able to connect day-to-day activity with wider People Services objectives and commercial outcomes.
• Comfortable working in a fast-paced environment with shifting priorities.
• Collaborative team player who builds trust across operational, commercial, and customer stakeholders.
• Strong sense of ownership and accountability for quality, accuracy, and follow-through.

What’s in it for you?

• Competitive salary
• 25 days annual leave with the option to purchase 5 more
• Access to wellbeing and mental health benefits such as the Calm app, personal medical, critical illness cover and dental insurance
• Matched pension contribution up to 10%
• 24 hours of paid Volunteer Time Off
• Discounted gym and wellness memberships
• Access to our car benefit scheme
• Access to our online learning platform to continue to develop and grow your career with us
• The chance to join an innovative, fast-paced and passionate team

Who We Are

, a Liberty Global company, is a rapidly growing business services provider, specialising in tech-enabled back-office solutions. Our mission is to deliver efficiency, scale and value to our customers through Business, Procurement and Financial Solutions. If you’re curious, customer centric and enjoy being one step ahead, join us on our scale up journey and unlock your freedom to grow!

Liberty Global is an equal opportunity employer. If you are curious and resilient with a limitless mindset, we’re eager to hear from you, no matter your background.