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A fast-paced, customer-centric technology business is seeking a Customer Service Manager (CSM) to lead its Customer Support & Service Desk operations. The role involves managing a large team (40+ people) across customer care and technical support, ensuring service excellence, rapid resolution, and team development.
You'll be accountable for delivering exceptional customer experience, meeting service levels, and fostering a high-performing, collaborative team environment. The successful candidate will be a hands-on leader, passionate about team development, particularly in coaching and mentoring younger or early-career team members.
Key Responsibilities
- Lead and manage a support operation of 40+ people, across multiple support functions.
- Oversee daily service desk performance, ticket triage, escalations, and SLA adherence.
- Coach and develop junior staff and early-career professionals to build capability and confidence.
- Support Team Leaders in performance management, quality auditing, and 1-2-1 coaching.
- Act as escalation point for major incidents and customer complaints.
- Own and report on team KPIs and service metrics to the Senior Management Team.
- Maintain ISO/GDPR compliance, CRM accuracy, and internal process adherence.
- Champion continuous improvement and service innovation across people, processes, and tools.
Key Skills & Experience
- Strong experience managing a large, multi-functional customer support team (40+).
- Proven leadership in a service desk or technical support environment.
- Passion for developing people - especially mentoring younger team members.
- Skilled in SLA/KPI management, reporting, and quality assurance.
- Exceptional communication, organisation, and problem-solving abilities.
- Knowledge of telecoms, broadband or tech support is beneficial.
- Experience working within ISO and GDPR-compliant environments.
ACS are recruiting for a Customer Service Manager. If you feel that you have the skills and experience required in this advertisement to be a Customer Service Managersubmit your CV including an outline of your experience as a Customer Service Manager. It is always a good idea to include a covering letter outlining your experience as a Customer Service Manager with your application as this will enhance your chances of selection and improve your prospects of landing the Customer Service Managerrole you desire.
