Customer service manager Work, Jobs in Leicestershire (with Salaries)

Customer Service Escalations Manager
Energile Ltd —Exhall
- From £27,000 a year
- Full-time
- Management
- Customer service
- Microsoft Office
- Free parking
Quick apply
Customer Service & Operations Manager
Soane Britain —Thurmaston
- Full-time
- Hospitality
- Microsoft Excel
- Sales
6d
Compliance Manager
Advance Housing and Support Ltd —Enderby
- Up to £57,383.39 a year
- Full-time
- Hybrid work
- Maintenance
- Continuous improvement
- Organisational skills
- Annual leave
- Employee assistance programme
14d
Customer Care Manager
Morris Homes Limited —Rugby
- Full-time
- Microsoft Excel
- Customer service
- Microsoft Office
- Health & wellbeing programme
- Annual leave
Quick apply
3d
Part-time Customer Service Manager
International Workplace Group plc —Leicester
- Up to £19,000 a year
- Part-time
- Customer service
- In-person
- Restaurant
6d
Guest Service Manager
Kew Green Hotels —Leicester
- £13.71 an hour
- Weekend availability
- Hotel
- Guest services
- Leadership
- Employee discount
Quick apply
2h
Office Manager
Discovery Schools Academies Trust —Loughborough
- £27,858 - £30,078 a year
- Full-time
- Customer service
- English
- Microsoft Office
- Employee assistance programme
- Employee discount
Quick apply
Customer Service Manager - Furniture and Lighting
Soane Britain —Thurmaston
- Full-time
- Leadership
5d
Customer Service Team Leader
DFDS UK & Ireland —Kettering
- Monday to Friday
- Supervising experience
- Travel
- Communication skills
- Employee assistance programme
- Employee discount
Quick apply
9d
Lead Customer Experience Manager
Sainsbury's —Leicester
- From £36,250 a year
- Management
- Leadership
- Employee discount
6d
Assistant Manager
Cavani —Nottingham
- £26,420 - £28,000 a year
- Weekend availability
- Management
- Sales
- In-person
- Employee discount
Quick apply
6h
Land & Partnerships Manager
Keepmoat Homes —Nottingham
- Full-time
- Negotiation
- Employee assistance programme
- Employee discount
Customer Relationship Manager
Monetise Media Ltd —Melbourne
- From £26,000 a year
- Full-time
- Hybrid work
- Business development
- Organisational skills
- Communication skills
- Free parking
- Annual leave
Quick apply
Bar Manager
The Central Bar and Grill —Ibstock
- £24,420 - £26,000 a year
- Full-time
- Hospitality
- Bar
- Supervising experience
Quick apply
Ownership Experience Manager – Customer Community & Loyalty
Lotus UK —Coventry
- Full-time
- Travel
- Communication skills
- Employee discount
5d
Section Lead
Cromwell Group —Leicester
- Microsoft Excel
- Computer skills
- Power tools
- Annual leave
- Sick pay
Customer Service Team Leader
Brett Martin Daylight Systems —Coventry
- Full-time
- Microsoft Excel
- Management
- Customer service
- Free parking
- Annual leave
Quick apply
6d
Branch Manager | Sales, Lettings & Property Management
EweMove (Leicester) Estate Agency —Syston
- From £30,000 a year
- Full-time
- Management
- Sales
- In-person
Quick apply
Assistant Manager - Leicester Narborough Road
BoyleSports —Leicester
- £13.20 an hour
Quick apply
Area Manager, Customer Fulfillment
Amazon UK Services Ltd. —Rugby
- Full-time
- Microsoft Word
- Microsoft Outlook
- Management

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Customer Service Escalations Manager

Energile Ltd -
Exhall

Quick apply

Job details

Permanent | Full-time
From £27,000 a year

Benefits

Free parking
Casual dress
Company pension
On-site parking

Qualifications

Management
Customer service
Complaint handling
Microsoft Office
Organisational skills
Communication skills

Full job description

Job Purpose

The Escalations Manager is responsible for managing and resolving customer complaints in a professional, timely, and empathetic manner. Acting as the primary point of contact for customers wishing to make an official complaint, the role involves investigating concerns, coordinating resolutions across departments, maintaining accurate complaint records, and identifying opportunities for service improvement.

Key Responsibilities Customer Complaint Management

Handle incoming customer complaints via telephone, email, and written correspondence.
Serve as the main point of contact for customers throughout the complaints process.
Listen actively, demonstrate empathy, and communicate professionally to understand customer concerns.
Conduct thorough investigations into complaints, gathering information from relevant teams and stakeholders.
Provide customers with regular updates and manage expectations throughout the resolution process.
Deliver complaint outcomes clearly and professionally, ensuring customers understand the resolution provided.

Resolution and Case Management

Take ownership of complaints from initial contact through to final resolution.
Work collaboratively with internal departments to identify root causes and implement appropriate solutions.
Escalate complex or high-risk cases to senior management where necessary.
Ensure all complaints are handled in accordance with company policies, regulatory requirements, and service standards.
Monitor complaint resolution times and ensure agreed service level targets are achieved.

Record Keeping and Reporting

Accurately log all complaints, actions taken, communications, and outcomes within the company's systems.
Maintain detailed and auditable complaint records.
Produce regular reports on complaint volumes, trends, root causes, and resolution performance.
Identify recurring issues and areas for improvement based on complaint data.

Stakeholder and Department Feedback

Provide constructive feedback to relevant departments regarding customer concerns and service failures.
Work with operational teams to identify corrective actions and prevent repeat complaints.
Support continuous improvement initiatives by sharing customer insights and lessons learned.
Build positive working relationships across departments to facilitate effective complaint resolution.

Skills and ExperienceEssential

Previous experience in complaints handling, customer relations, customer service, or escalation management.
Excellent verbal and written communication skills.
Strong telephone manner with the ability to handle difficult conversations professionally.
Excellent problem-solving and investigation skills.
Strong organisational skills and attention to detail.
Ability to manage multiple cases simultaneously while meeting deadlines.
Proficient in Microsoft Office and customer management systems.

Desirable

Experience within a regulated industry.
Knowledge of complaint handling procedures and best practice.
Experience producing reports and analysing customer feedback trends.

Personal Attributes

Empathetic and customer-focused.
Calm and professional under pressure.
Resilient when handling challenging situations.
Strong sense of accountability and ownership.
Able to influence and collaborate effectively with colleagues at all levels.
Committed to continuous improvement and delivering excellent customer outcomes.

Key Performance Indicators (KPIs)

Complaint resolution times.
Customer satisfaction following complaint resolution.
Complaint closure rates.
Accuracy and completeness of complaint records.
Reduction in recurring complaint themes.
Quality and effectiveness of feedback provided to operational teams.

Pay: From £27,000.00 per year

Benefits:

Casual dress
Company pension
Free parking
On-site parking

Work Location: In person

Quick apply

Refine Your Search

customer service manager jobs in leicestershire

Customer Service Escalations Manager

Customer Service & Operations Manager

Compliance Manager

Customer Care Manager

Part-time Customer Service Manager

Guest Service Manager

Office Manager

Customer Service Manager - Furniture and Lighting

Customer Service Team Leader

Lead Customer Experience Manager

Assistant Manager

Land & Partnerships Manager

Customer Relationship Manager

Bar Manager

Ownership Experience Manager – Customer Community & Loyalty

Section Lead

Customer Service Team Leader

Branch Manager | Sales, Lettings & Property Management

Assistant Manager - Leicester Narborough Road

Area Manager, Customer Fulfillment

I want to receive the latest job alerts for customer service manager in leicestershire

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