Customer Service Manager

£35000 - £35000


| £35,000 PER ANNUM |


Our client is seeking to appoint a hands on, energetic Customer Service Manager to proactively oversee a small team of advisors. You will ensure the general operations of the department are consistently reviewed and improved, and ensure the team remains motivated and clear on their direction and purpose within the business.

You will be tactful, strategic and forward-thinking, striking the balance between a support to your colleagues and a senior, approachable motivator!


  • Helping to develop and implement customer service policies
  • Finding ways to measure customer satisfaction and improve services
  • Be the main escalation point for major issues or complaints, put in place procedures to prevent and manage issues or complaints
  • Ensure customer service team are following company policies and enforcing companies terms and conditions
  • Work strategically to build and improve companies reputation by efficiently managing the team, systems and procedures
  • Analysing statistics or other data to determine the level of customer service the organisation is providing
  • Developing feedback & complaints procedures for customers to use
  • Improving customer service procedures, policies and standards
  • Involvement in staff recruitment and appraisals
  • Training colleagues to have the commercial awareness necessary for continuous improvement


  • Experience in a Customer Service leadership role is ESSENTIAL
  • Communication & listening skills
  • Confidence, patience, politeness, tact and diplomacy, when dealing with difficult situations
  • Motivational skills and an ability to supervise and lead a team of customer serviceassistants
  • Creative thinking, to be able to come up with new ideas to improve customer service
  • standards
  • A strong ability to work well under pressure
  • Organisational and planning skills to develop customer service policies

Please only apply for this position if you can evidence, on your CV, the essential elements of the post.

Should this not be the case, you will only receive an automatically generated email response to your application with no further communication.