Customer Service Manager

5 days on-site - any 5 days out of 7 – team typically working 1 in 4 OR 1 in 6 weekends correlating with the Customer Service Team Leaders.

40 hours per week – 8.30-5 OR 9-5.30

Salary: £35,000

Key Responsibilities Team Leadership & Management 

● Supervise, coach, and motivate the customer service team to achieve performance goals and KPIs.

● Conduct regular team meetings, one-on-one sessions, and performance reviews.

● Recruit, train, and onboard new team members to ensure consistent service quality. Customer Experience & Support

● Oversee daily operations of the customer service function, ensuring timely resolution of customer queries via phone, email, chat, or social channels.

● Handle escalated customer issues with professionalism and empathy, ensuring resolution and follow-up.

● Monitor customer satisfaction and implement strategies to enhance service delivery.

Process Improvement & Reporting

● Develop and optimize customer service processes, policies, and standards to increase efficiency and consistency.

● Analyze service metrics and prepare regular reports on team performance, customer feedback, and service trends.

● Collaborate with other departments (e.g., Sales, Operations, Product) to identify pain points and drive customer-focused improvements. Technology & Tools

● Manage and maintain the customer service software/CRM system.

● Evaluate and implement new tools or systems to improve team productivity and customer experience. Strategic Contribution

● Contribute to the development and execution of the company’s customer experience strategy.

● Identify opportunities for service innovation and proactive customer engagement.

Qualifications & Experience 

● Minimum of 3–5 years of experience in customer service, with at least 2 years in a supervisory or managerial role.

● Strong leadership, interpersonal, and communication skills.

● Proven ability to analyse data, identify trends, and implement process improvements.

● Proficiency in customer service software

● Excellent problem-solving skills and a customer-first mindset.

Key Competencies 

● Empathy and active listening

● Conflict resolution and decision-making

● Team leadership and development

● Adaptability in a fast-paced environment

● Data-driven approach to management