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
