Customer Service Manager

About The Role

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

Some of our benefits include

• Annual Leave - 25 days + bank holidays
• Life Assurance - 2x basic annual salary
• Bereavement Counselling - Support during difficult times
• Free Onsite Parking
• Employee Assistance Programme (EAP) - Confidential counselling via Health Assured
• Eye Care Support - Free eye tests and up to £70 towards glasses for DSE users and drivers (includes retinal photography for drivers over 40)

About Us

Restore Commitment to Disability Confidence

We assess candidates based on their experience and suitability for the role, as outlined in their CV and application. You can let us know about any adjustments you may need via the application form.

As a Disability Confident employer, we guarantee an interview to applicants with a disability or health condition who meet the essential criteria, where it is fair and appropriate to do so.