About the Role
We are looking for an experienced and commercially focused Customer Service Manager to lead our Customer Service team. Reporting to the senior leadership team, you will be responsible for delivering outstanding customer experience, driving customer retention, reducing customer churn, and maximising revenue opportunities through proactive telesales activity.
This is a key leadership role, requiring someone who can balance customer service excellence with commercial performance, ensuring customers remain loyal, engaged, and satisfied while supporting business growth.
Key Responsibilities
- Lead, coach and develop the Customer Service team to deliver exceptional results.
- Drive continuous improvement in customer satisfaction, service delivery and operational performance.
- Develop and implement strategies to reduce customer churn and improve customer retention rates.
- Analyse customer losses, identify root causes of churn, and introduce corrective actions to improve loyalty and contract renewals.
- Manage customer complaints and escalated issues, ensuring timely and effective resolution.
- Oversee customer renewal and retention campaigns to maximise customer lifetime value.
- Drive outbound telesales activity, generating new business opportunities and promoting additional waste and recycling services to existing customers.
- Identify upselling and cross-selling opportunities to increase revenue and customer engagement.
- Monitor and report on KPIs including customer satisfaction, retention, churn, telesales conversions, and team performance.
- Work closely with Operations, Commercial and Sales teams to ensure a seamless customer journey.
- Produce regular management reports and recommend improvements based on customer and sales data.
About You
- Proven experience in a Customer Service Manager, Contact Centre Manager, Retention Manager or similar leadership role.
- Demonstrable success in customer retention and churn reduction.
- Previous experience managing or supporting telesales and outbound sales activity.
- Strong leadership and team development skills.
- Excellent communication and relationship-building abilities.
- Commercially aware with a focus on revenue growth and customer lifetime value.
- Strong analytical and reporting capabilities.
- Experience using CRM systems and Microsoft Office applications.
What We Offer
- Competitive salary and bonus scheme.
- Pension and benefits package.
- Ongoing training and career development opportunities.
- A supportive and collaborative working environment.
- The opportunity to play a key role in the growth and success of a leading waste and recycling business.
Apply Today
If you are a customer-focused leader with a passion for service excellence, telesales performance, customer retention, and reducing churn, we would love to hear from you. Join us and help drive customer loyalty, revenue growth, and operational excellence across our business.
Pay: From £40,000.00 per year
Benefits:
- Company pension
- Employee discount
- On-site parking
- Private medical insurance
Ability to commute/relocate:
- Guildford GU1 1SE: reliably commute or plan to relocate before starting work (preferred)
Experience:
- Customer service management: 2 years (preferred)
Work Location: In person
