Customer Service Manager

Benefits:

• 33 days of holiday (including public holidays)
• Workplace pension scheme
• Annual leave purchase scheme
• Referral bonus
• Year of Service (YOS) recognition initiative
• Office-based with a collaborative, supportive team culture
• Opportunity to make a tangible impact in shaping sustainability and compliance functions

Role Overview:

We're seeking an experienced Customer Service Manager to lead a motivated team and ensure exceptional customer experiences. This role is hands-on, fast-paced, and critical to delivering operational excellence. You'll manage people, processes, and performance, driving improvements and ensuring the customer journey is seamless from start to finish.

Key Responsibilities:

• Lead and manage the customer service team, handling all aspects of team performance and development.
• Monitor and improve customer satisfaction metrics and KPIs.
• Handle escalated complaints promptly, ensuring a positive outcome.
• Drive process improvements to enhance efficiency and service quality.
• Oversee workforce planning, including rota management, annual leave, and performance reviews.
• Work closely with other departments to ensure smooth operations and consistent communication.
• Prepare and present regular reports on team performance and service levels.
• Implement and maintain effective communication strategies across all customer touchpoints.
• Support the development of training programs to upskill the team and maintain high standards.
• Ensure compliance with internal policies and procedures.
• Contribute to shaping the department's strategy and future direction.

What We're Looking For:

• Minimum 3 years' experience in a management role within customer service.
• Strong leadership and people management skills.
• Highly organised, adaptable, and solution oriented.
• Excellent communication skills (written and verbal).
• Confident using Microsoft Excel and other business systems.