Customer Services Manager - Westerham
Salary - £40,000.00 (subject to proven experience) + Attractive Benefits Package
We are a well-established pest control provider, delivering effective and sustainable pest management services across the UK. Our reputation is built on reliability, customer focus, and a commitment to health and safety. As we continue to grow, we are looking for a proactive and organised Customer Service Officer to join our team and support both our operational and sales functions.
Role Overview:
The Customer Services Manager is responsible for leading Safeguard's Customer Services Department and is a key member of the senior management team. The role is accountable for the delivery of an exceptional customer experience from initial enquiry through contract mobilisation, service delivery, retention and ongoing account support. Reporting directly to the Managing Director, the Customer Services Manager provides strategic leadership for the Service Coordination, Sales Administration and Customer Retention functions, ensuring that operational support aligns with the Company's commercial objectives. The role works collaboratively with Operations, Sales, Finance, Compliance and Key Account Management to protect recurring revenue, improve customer satisfaction, increase operational efficiency and support sustainable business growth. The post holder is expected to drive continuous improvement, develop high-performing teams and ensure that every customer interaction reflects Safeguard's values of Anticipate. Prevent. Protect.
Key Responsibilities:
1. Leadership & People Management
· Provide strategic leadership to the Customer Services Department.
· Lead, coach and develop Service Coordinators, Sales Administrators, the Contract Administrator and Customer Retention Team.
· Recruit, induct, performance manage and develop team members.
· Create a culture of accountability, collaboration and customer excellence.
· Manage departmental resources, holidays, absence and succession planning.
2. Customer Experience
· Own the end-to-end customer journey and continuously improve customer satisfaction.
· Act as the senior escalation point for complex customer issues and complaints.
· Support Key Account Managers in delivering exceptional service to strategic customers.
3. Service Coordination & Scheduling
· Lead scheduling to maximise technician productivity and minimise travel time.
· Ensure planned, reactive and emergency work is delivered within agreed service levels.
· Work with Service Managers to balance operational capacity and customer demand.
· Monitor “Service On Schedule” (SOS) and scheduling efficiency.
4. Sales Administration
· Lead the Sales Administration function supporting the sales team.
· Ensure quotations, contract documentation and customer onboarding are completed accurately and promptly.
· Support contract mobilisation and improve quotation turnaround.
5. Customer Retention
· Lead Safeguard's customer retention programme.
· Ensure all termination requests receive proactive customer contact within agreed timescales.
· Analyse churn trends and implement retention initiatives.
· Coordinate actions with Operations and Sales to protect recurring revenue.
6. Operational Performance
· Monitor KPIs including SOS, technician utilisation, scheduling efficiency, complaints, response times, retention and customer satisfaction.
· Produce management information and recommend continuous improvements.
7. Business Process Improvement
· Review and improve customer service processes, CRM workflows, automation and operational support processes.
· Lead departmental improvement projects.
8. Systems & Information Management
· Ensure accurate and timely maintenance of customer information within the Company's CRM system.
· Maintain high standards of data quality, reporting and operational records.
9. Compliance & Governance
· Ensure compliance with Company policies, BPCA standards, CRRU requirements, GDPR, Health & Safety legislation and contractual obligations.
· Support audits and quality assurance activities.
10. Cross Functional Collaboration
· Work closely with Operations, Sales, Finance, Credit Control, Compliance, HR and Key Account Management.
· Support strategic business initiatives and provide regular reports directly to the Managing Director.
· Champion collaboration to improve customer outcomes and business performance.
· Financial & Decision-Making Responsibilities
· Responsible for departmental performance, operational efficiency and customer retention.
· Monitor overtime, scheduling costs and departmental resource utilisation.
· Recommend customer retention offers within agreed authority levels.
· Escalate commercial or operational risks directly to the Managing Director.
Objective of the Role:
The Customer Services Manager will be successful when the department consistently delivers excellent customer service, protects recurring revenue through effective retention, supports profitable business growth, improves operational efficiency, develops high-performing teams and is recognised as a strategic function that underpins Safeguard's commercial success.
Key Requirements:
· Management experience within customer service, operational support or service delivery.
· Experience leading scheduling and administration teams.
· Strong commercial awareness and customer relationship management skills.
· Experience using CRM and service management systems.
· Excellent communication, organisational and analytical skills.
· Previous experience in a service coordination, scheduling, or sales support role (ideally in a field service or trades-based environment).
· Strong organisational and multitasking skills, with the ability to prioritise and manage a fast-paced workload.
· Confident and professional telephone manner with excellent customer service skills.
· Good communication skills, both written and verbal.
If you are interested in applying for this position, please send a covering letter explaining why you would be a great fit for this role.
Pay: £40,000.00 per year
Work Location: In person
