Customer Service Manager

Role: Customer Services Manager
Location: Greater London
Salary:£50,000 per a year
Hours a week: 37.5 hours
Days of work: Monday to Friday
Contract type: Permanent

This isn’t your typical management role. As a Customer Services Manager, you’ll take ownership of the entire customer service function, leading a high-performing team and ensuring exceptional service delivery across all customer touchpoints. You’ll play a key role in shaping the customer experience, driving continuous improvement, and acting as the escalation point for complex or high-impact issues.

This role is ideal for someone who thrives in a fast-paced, customer-centric environment and is passionate about delivering service excellence while developing and empowering their team.

Duties & Responsibilities:

Service Delivery & Customer Experience:

• Ensure all customer enquiries, requests, and complaints are handled effectively and resolved within agreed timescales
• Act as the escalation point for complex or high-impact customer issues
• Maintain high levels of customer satisfaction and retention through proactive service management
• Develop and implement customer service policies, procedures, and standards

Team Leadership & Performance:

• Lead, coach, and develop the customer services team to achieve high performance
• Set clear objectives and KPIs (e.g. response time, resolution rate, CSAT) and monitor performance against targets
• Conduct regular performance reviews and implement training and development plans
• Manage recruitment, resource planning, and team capacity

Operational Management:

• Oversee daily operations of the customer service function, ensuring efficiency and consistency
• Establish workflows and processes to optimise productivity and service quality
• Ensure compliance with company policies, procedures, and regulatory requirements

Performance & Continuous Improvement:

• Monitor and analyse customer service performance data and trends
• Use customer feedback and insights to drive process improvements
• Prepare and present regular KPI and performance reports to senior management

Stakeholder Management:

• Build strong relationships with key customers and internal stakeholders including operations, sales, and finance
• Collaborate cross-functionally to resolve service issues and improve the customer journey

About you:

• Proven experience in a customer service management or leadership role, ideally within a B2B environment
• Strong leadership skills with the ability to inspire, engage, and influence teams at all levels
• Passionate about customer experience with a customer-centric mindset
• Analytical and data-driven, with experience using performance metrics to inform decisions
• Excellent communication and interpersonal skills, with the ability to build strong working relationships
• Strong problem-solving skills and ability to manage complex challenges effectively
• Experience implementing process improvements or leading change initiatives