JOB DESCRIPTION
CUSTOMER SERVICES MANAGER
Salary Guide:
£45,000 - £55,000 per annum
ROLE PURPOSE
The Customer Services Manager is responsible for overseeing the day-to-day performance and operational delivery of the Customer Services department, ensuring high standards of customer experience, team performance, and service efficiency are consistently achieved.
The role will lead and support Customer Care Supervisors and frontline teams, driving operational excellence, service quality, and continuous improvement across all customer touchpoints. The successful candidate will use performance data, customer insight, and operational reporting to identify issues, improve processes, and support the achievement of departmental KPIs and SLAs.
This role is operationally focused, with responsibility for managing performance, improving service delivery, supporting team development, and ensuring the smooth running of the customer care function.
KEY RESPONSIBILITIES
Operational Management & Service Delivery
- Manage the day-to-day operation of the Customer Services department across all communication channels.
- Ensure service levels, response times, and departmental KPIs are consistently achieved.
- Support Customer Care Supervisors in managing workloads, escalations, and team performance.
- Monitor operational performance and address service issues proactively.
- Ensure excellent customer service standards are maintained across all customer interactions.
- Drive improvements in response times, first-contact resolution, and complaint handling.
Team Leadership & Performance Management
- Lead, coach, and support Customer Care Supervisors and frontline teams.
- Create a positive, high-performance culture focused on accountability, teamwork, and customer excellence.
- Conduct regular performance reviews, coaching sessions, and development conversations.
- Manage attendance, performance, conduct, and employee engagement effectively.
- Support recruitment, onboarding, and induction of new team members.
- Ensure supervisors are effectively managing and developing their teams.
Performance Reporting & Data Analysis
- Monitor and analyse operational performance data, customer feedback, and KPI trends.
- Produce regular departmental reports and performance updates.
- Identify root causes of recurring issues and implement corrective actions.
- Use operational insight to improve efficiency, productivity, and service delivery.
- Support workforce planning and resource allocation.
Customer Experience & Quality Assurance
- Ensure a customer-first approach is embedded across the department.
- Monitor customer satisfaction metrics, complaints, and Trustpilot feedback.
- Support quality assurance processes and identify training or coaching requirements.
- Ensure escalated customer issues are resolved professionally and efficiently.
- Promote continuous improvement in customer communication and service quality.
Process Improvement & Operational Efficiency
- Review existing customer service processes and identify opportunities for improvement.
- Work with internal departments to resolve operational challenges and customer pain points.
- Support implementation of new systems, procedures, and service improvements.
- Encourage a proactive approach to problem-solving and operational efficiency.
- Assist in driving departmental continuous improvement initiatives.
Compliance & Governance
- Ensure compliance with company policies, procedures, and service standards.
- Maintain accurate operational records and reporting documentation.
- Support implementation of service governance and quality control measures.
- Ensure customer care processes align with company and regulatory requirements.
PERSON SPECIFICATION
Essential Experience
- Proven experience managing customer service or customer care teams.
- Experience leading supervisors or team leaders within a fast-paced environment.
- Strong operational management experience.
- Experience managing KPIs, SLAs, and customer escalations.
- Experience improving team performance and service delivery.
- Experience using operational data and reporting to support decision-making.
Essential Skills & Competencies
- Strong leadership and people management skills
- Excellent communication and interpersonal skills
- Problem-solving and decision-making capability
- Analytical thinking and attention to detail
- Organisational and workload management skills
- Customer-focused mindset
- Ability to work under pressure and manage competing priorities
- Coaching and team development capability
- Proactive and solutions-focused approach
Preferred Experience
- Experience within a multi-channel customer operation
- CRM or customer service system experience
- Experience with QA processes and customer satisfaction reporting
- Advanced Excel or reporting capability
- Experience managing Trustpilot or online customer review platforms
KEY PERFORMANCE INDICATORS (KPIs)
The Customer Services Manager will be accountable for supporting and improving departmental performance against key operational measures, including:
- SLA Achievement
- Customer Satisfaction (CSAT)
- First Contact Resolution (FCR)
- Response & Resolution Times
- Complaint Resolution
- Team Productivity
- Quality Assurance Scores
- Trustpilot Performance
- Escalation Management
- Team Engagement & Retention
- Attendance & Performance Management
- Operational Efficiency
BEHAVIOURS & EXPECTATIONS
- Leads by example with professionalism and accountability
- Demonstrates a proactive and hands-on management style
- Supports and develops others effectively
- Maintains high standards of customer care and service delivery
- Uses data and operational insight to make informed decisions
- Encourages teamwork, collaboration, and continuous improvement
- Remains calm and solutions-focused under pressure
- Builds positive working relationships across departments
- Takes ownership of operational performance and outcomes
Pay: £45,000.00-£55,000.00 per year
Benefits:
- Bereavement leave
- Casual dress
- Company events
- Company pension
- Cycle to work scheme
- Employee discount
- Health & wellbeing programme
- On-site parking
Work Location: In person
