67 Customer Service Management jobs in London

What we will offer:

We will offer you a place where you can be yourself and where there are no limits on what you can achieve. With us, you can take ownership of your career and have honest conversations throughout. You would join an ambitious firm with a clear strategy for profitable growth where you can get early responsibility and early involvement in growing the business. Here you can expect a competitive and fair reward as well as recognition based on all round performance. This forms part of our internal promise to you, The Deal, between the firm and its employees.

You can expect:

• A competitive salary and a host of family friendly policies
• Life assurance, private health and dental care for you and your family
• A range of flexible benefits including gym discount and retail vouchers
• We support the causes you care about by giving you one day per year off to volunteer with any charity that you are involved with outside of work
• A wellbeing strategy that focuses on preventative measures to maintain overall health, and tools and support for when our people experience physical or mental difficulties. The strategy focuses on four pillars: physical, emotional, financial and social aspects.
• Most of our roles are hybrid, meaning that colleagues benefit from working in our office and remotely. We are happy to discuss this and other flexible working arrangements with you as part of the application and interview process.
• We are an equal opportunity organisation, committed to having a diverse workforce. We do not discriminate on the basis of age, sex, race, disability, sexual orientation, culture, or any other protected characteristics. We aim to create a culture where everyone can be themselves and is valued for their strengths and unique perspectives.

Team Structure:

There are currently 50 people in the Information Technology team. This role will be reporting to the IT Service Manager. This role is expected to govern all IT staff on their adherence to Service Management policies and process. The role is expected to ensure that Service Management processes are documented, maintained & published to all relevant parties.

Main Responsibilities:

Incident & Problem Management:

• Working collaboratively with the team, analysing historic data to identify underlying trends and initiating proactive problem management activity.
• Chairing Problem Review meetings and supporting Biweekly Problem Forum: Agree potential and reported impact to Business, understand root cause or details around root cause investigation, review suitability of workarounds in place, and agree preventive or corrective actions.
• Working in conjunction with the Service Desk Team Leader and IT System Engineers Team Leaders in analysing historic data to identify underlying trends and initiate proactive problem management activity, across teams, to drive improvements and reduce incident volumes.
• Ensure proactive and reactive Problem Tasks are actioned in a timely manner following a Major Incident or ongoing Problem.

Major Incident:

• This role is responsible and accountable for the overall ownership of the Incident until resolution. Co-ordinating MI timeline, update calls and escalations where necessary.)
• Chairing Major Incident Review meetings: Review timeline of events, including 3rd party involvement / statements, agree potential and reported impact to Business, understand root cause or details around root cause investigation, preventative monitoring or event alerting, review relevant existing or outstanding risks, identify new risks, and agree preventive or corrective actions.
• Providing Post Incident Reports to Leadership when requested.

Change Management:

• Managing Requests for Change, to ensure that these meet quality and conformance standards; co-ordinate IT staff and Customers to ensure accurate and appropriate risk assessments and communications during changes.
• Producing detailed Post Implementation Reviews establishing lessons learnt and preventive actions to avoid repeat change failures.
• Chairing weekly CAB meetings, ensuring changes are appropriately risk managed, prioritised, and have no adverse effect on the business.
• Chairs weekly CAB meetings, Emergency CAB and Post Implementation Reviews (PIR).

Service Reporting & Governance:

• Supporting the implementation of best practice processes, service reporting and tools in order to consistently meet Service Level Targets.
• Producing weekly and ad-hoc reports for all levels of management.
• Build relationships with Stephenson Harwood's Managed Service Provider (MSP).

ServiceNow:

• Create documentation on new features introduced on ServiceNow.
• Administrator of the ServiceNow Platform and all Modules, including developing the Self-Service Portal available to end users.
• Keeping up to date with new features and developments within ServiceNow.

Other:

• Working collaboratively with the team, to help shape and implement new ITSM policies and procedures e.g., Event Management.
• Train new members of Technology on ServiceNow processes as required for their role. E.g. Incident Management, Change Management.

Attributes/Skills Required:

• Strong understanding of IT Service Management (ITSM) and the ITIL best practice framework.
• Experience in dealing with third party suppliers.
• Previous experience in a legal or other professional services firm / partnership structure.
• Experience in preparing documentation and guidance for others.
• Experience with ServiceNow administration and development.

About the Firm:

Stephenson Harwood is an international law firm, and we're committed to creating 'positive partnerships' with our clients. We represent listed and private companies, institutions and individuals, building lasting relationships to help them succeed in a complex andever-changing world.

Our focus is on five core sectors: Energy Transition, Life Sciences and Healthcare, Private Capital and Funds, Technology, and Transportation and Trade.

With more than 1,400 people, including 210+ partners, across eight offices in Europe, the Middle East and Asia, we combine deep legal capabilities and broad commercial expertise. We have also forged close ties with high quality law firms around the world, blending local knowledge with global savvy for clients in over 100 countries.

We understand the power of diversity in delivering that high calibre advice to our clients. We want to attract diverse talent and we particularly encourage applications from underrepresented demographics.

Our brand strengths:

• GO FAR, GO TOGETHER
• EXPERTS IN MORE THAN LAW
• CAN DO PERSONALITIES
• ALWAYS READY

Humanoid is the first AI and robotics company in the UK, creating the world’s most advanced, reliable, commercially scalable, and safe humanoid robots. Our first humanoid robot HMND 01 is a next-gen labour automation unit, providing highly efficient services across various use cases, starting with industrial applications.

At Humanoid we strive to create the world’s leading, commercially scalable, safe, and advanced humanoid robots that seamlessly integrate into daily life and amplify human capacity.

Vision

In a world where artificial intelligence opens up new horizons, our faith in its potential unveils a new outlook where, together, humans and machines build a new future filled with knowledge, inspiration, and incredible discoveries. The development of a functional humanoid robot underpins an era of abundance and well-being where poverty will disappear, and people will be able to choose what they want to do. We believe that providing a universal basic income will eventually be a true evolution of our civilization.

Solution

As the demands on our built environment rise, labour shortages loom. With the world’s workforce increasingly moving away from undesirable tasks, the manufacturing, construction, and logistics industries critical to our daily lives are left exposed. By deploying our general-purpose humanoid robots in environments deemed hazardous or monotonous, we envision a future where human well-being is safeguarded while closing the gaps in critical global labour needs.

About the Role

As ITSM Lead , you will establish Humanoid’s IT service management framework and build the processes, tools, and culture that ensure a seamless technology experience for every user. This is a hands-on role in the early stages, directly managing onboarding, incidents, and requests, while also designing the ITSM model that scales with the company’s rapid growth.

Working closely with the IT Ops Lead and the Cyber Security Lead , you will ensure service delivery is reliable, user-focused, and compliant. Over time, you will grow a service desk team and extend service processes to meet global demand.

What You’ll Do

• Service Desk Management: Deliver L1/L2 support and user onboarding/offboarding; act as first point of escalation.
• ITSM Tooling: Own Jira Service Management (or equivalent), building workflows, automation, and integrations.
• Process Ownership: Define and maintain incident, problem, change, request, and knowledge management processes.
• Vendor/SLA Tracking: Monitor vendor SLAs, manage escalations, and report performance.
• Knowledge Base: Develop and maintain internal documentation, policies, and self-service resources.
• Metrics & Reporting: Track and report on key service metrics (ticket volumes, resolution times, user satisfaction).
• Collaboration: Work with IT Ops Lead to ensure infra/platform issues are resolved efficiently; partner with Cyber Security Lead to embed security into service workflows.

We’re Looking For

• Strong experience in IT service management, service desk leadership, or related roles.
• Hands-on expertise with ITSM platforms (Jira Service Management, ServiceNow, Zendesk, or similar).
• Ability to define and implement ITIL-lite processes in a fast-paced environment.
• Strong communication and customer service skills, with a focus on user experience.
• Proven ability to manage vendors and track SLAs.
• Comfortable in a start-up/scale-up context: hands-on, adaptable, with a focus on ownership.
• Desirable
• Experience building ITSM from scratch in a high-growth technology company.
• Knowledge of ITIL or equivalent frameworks.
• Familiarity with ISO 2000 or integration with broader compliance frameworks (ISO 27001, SOC2).
• Exposure to supporting product development or engineering-heavy environments.

What We Offer

• Competitive salary plus participation in our Stock Option Plan.
• Work mode: office full time, Paddington district (London) – 5 min walk from Paddington station – 5 Merchant Sq, London W2 1AY
• Paid vacations.
• Travel opportunities to our Vancouver and Boston offices.
• Office perks: free lunches.
• Freedom to influence the product and own key initiatives
• Collaboration with top‑tier engineers, researchers, and product experts in AI and robotics
• Startup culture prioritizing speed, transparency, and minimal bureaucracy.

About the job you're considering

The infrastructure landscape is evolving rapidly as organisations seek greater standardisation, automation, and strategic guidance on their journey to the cloud. At Capgemini, our Cloud Infrastructure Services (CIS) team is at the forefront of this transformation—helping clients navigate complexity with clarity, creativity, and confidence.

We’re looking for a Enterprise Service Management Advisor who is passionate about solving real-world challenges through technology. You’ll work closely with senior stakeholders both internally and within our clients to create enterprise strategies that translate business issues into relevant technical solutions and competitive propositions that are scalable, secure, and sustainable—while fostering collaboration and inclusion at every step.

Hybrid working : The places that you work from day to day will vary according to your role, your needs, and those of the business; it will be a blend of Company offices, client sites, and your home; noting that you will be unable to work at home 100% of the time.

If you are successfully offered this position, you will go through a series of pre-employment checks, including: 
identity, nationality (single or dual) or immigration status, employment history going back 3 continuous years, and unspent criminal record check (known as Disclosure and Barring Service)

Your role

• You will Partner with Senior Leaders (including CxOs) and advise on large-scale transformation deals and complex programmes to drive the growth agenda across Enterprise Service Management
• Build and nurture long-term relationships with clients and internal teams, creating shared value and trust.
• Apply your technical expertise and problem-solving mindset to design innovative, practical solutions for complex challenges.
• Represent the CIS Advisory team in key forums, contributing to strategic initiatives and thought leadership.
• Collaborate across diverse teams, supporting knowledge sharing, mentoring, and continuous learning.

You can bring your whole self to work. At Capgemini building an inclusive future is part of everyday life and will be part of your working reality. We have built a representative and welcoming environment, for everyone.

Your skills and experience

• Solid experience in leading service integration and transformation initiatives, including designing and implementing target operating models and supporting business change.
• A consultative approach to solution design, with the ability to facilitate workshops, define service strategies, and deliver end-to-end Service Integration and Management (SIAM) solutions.
• A working knowledge of ITIL (certification preferred), and familiarity with frameworks such as COBIT, VeriSM, IT4IT. Experience with tools like ServiceNow is a plus.
• Ability to translate business needs into scalable, user-centric Enterprise Service Management solutions.
• Excellent communication and collaboration skills, with a focus on inclusive leadership and team empowerment.
• A growth mindset and a commitment to continuous improvement—for yourself, your team, and your clients.

Your security clearance

To be successfully appointed to this role, it is a requirement to obtain Security Check (SC) clearance. 
To obtain SC clearance, the successful applicant must have resided continuously within the United Kingdom for the last 5 years, along with other criteria and requirements.
Throughout the recruitment process, you will be asked questions about your security clearance eligibility such as, but not limited to, country of residence and nationality.
Some posts are restricted to sole UK Nationals for security reasons; therefore, you may be asked about your citizenship in the application process.

What does ‘Get The Future You Want ‘ mean for you?

You’d be joining an accredited Great Place to work for Wellbeing in 2024. Employee wellbeing is vitally important to us as an organisation.  We see a healthy and happy workforce a critical component for us to achieve our organisational ambitions.  
To help support wellbeing we have trained ‘Mental Health Champions’ across each of our business areas, and we have invested in wellbeing apps such as Thrive and Peppy. 
You’ll be bringing your unique skills and perspectives to the team, inspiring and taking inspiration from your teammates as you unlock value in everything you do. You’ll be joining a professional community of experts, who have got your back and will support you, every step of the way. 
You will reimagine what’s possible: creating value for the world’s leading organisations through technology to build a sustainable, more inclusive future. You will work with a range of clients all with a unique set of business, technological and societal ambitions, which will make a real impact across the UK.
Capgemini. Get The Future You Want.

Why you should consider Capgemini

Growing clients’ businesses while building a more sustainable, more inclusive future is a tough ask.  When you join Capgemini, you’ll join a thriving company and become part of a collective of free-thinkers, entrepreneurs and industry experts.  We find new ways technology can help us reimagine what’s possible.  It’s why, together, we seek out opportunities that will transform the world’s leading businesses, and it’s how you’ll gain the experiences and connections you need to shape your future.  By learning from each other every day, sharing knowledge, and always pushing yourself to do better, you’ll build the skills you want. You’ll use your skills to help our clients leverage technology to innovate and grow their business. So, it might not always be easy, but making the world a better place rarely is.

About Capgemini

Capgemini is a global business and technology transformation partner, helping organisations to accelerate their dual transition to a digital and sustainable world, while creating tangible impact for enterprises and society. It is a responsible and diverse group of 340,000 team members in more than 50 countries. With its strong over 55-year heritage, Capgemini is trusted by its clients to unlock the value of technology to address the entire breadth of their business needs. It delivers end-to-end services and solutions leveraging strengths from strategy and design to engineering, all fuelled by its market leading capabilities in AI, generative AI, cloud and data, combined with its deep industry expertise and partner ecosystem. The Group reported 2024 global revenues of €22.1 billion. 

Get The Future You Want |

Role Overview:

The Multilingual Customer Experience Consultant is responsible for delivering exceptional customer support across multiple channels including phone, email, and live chat. This role requires fluency in both German and English and involves handling customer queries with professionalism and empathy.

Key Responsibilities:

- Respond promptly and professionally to customer enquiries via phone, email, and chat.

- Maintain high standards of customer satisfaction and service quality.

- Collaborate with team leaders and colleagues to meet client expectations.

- Represent the company professionally in all communications.

- Continuously seek ways to improve performance and customer experience.

- Work flexibly within the designated shift hours.

Skills & Experience:

- Excellent telephone manner and communication skills.

- Strong numeracy and literacy.

- Good analytical and problem-solving abilities.

- Previous experience in customer service or call centre (desirable).

- Fluency in German and English.

Training & Development:

- Full training provided including systems and interpersonal skills.

- Opportunities for career progression and additional responsibilities.

Benefits:

- Hybrid working model (80% remote)

- Supportive team environment

- Performance-based bonuses

- Opportunities for growth and development

Core Values:

- Customer-Centric Excellence

- Trust and Transparency

- Continuous Improvement

- Team Empowerment

- Prosperity

Position in Organisation:

Reports to the Customer Experience Team Manager with support from nearby colleagues.

Operational Details:

- Contracted hours: 8.00am - 10.00pm, Monday to Sunday (flexibility required)

- Office presence required during client visits, training, and other business needs

Join a dynamic and fun team committed to delivering outstanding customer experiences and driving innovation in customer service.

Blue Arrow is proud to be a Disability Confident Employer and is committed to helping find great work opportunities for great people.

Job Title: Risk Management Service Engineer 1

Location: Hybrid in London (2-3 days)

Employment Type: 6 month FTC

Salary: Competitive

Start Date: Immediate

Industry: Enterprise MSP

An established consultancy delivering large-scale Oracle Cloud ERP & SCM solutions is looking for a detail-oriented Risk Management Service Engineer to help implement and maintain SOX controls across internal and third-party applications.

In this role, you’ll partner with engineering teams, application managers, and auditors to ensure compliance, support audits, and strengthen our internal control framework.

Risk Management Service Engineer – Key Responsibilities

• Maintain and monitor SOX controls for internal and third-party applications
• Support internal and external SOX audits, including evidence collection and walkthroughs
• Perform quality and compliance checks on submitted evidence
• Assist in remediation of SOX deficiencies and document control testing procedures
• Identify, report, and track control gaps or weaknesses
• Prepare clear reports and communicate compliance status to stakeholders
• Support onboarding, testing, and maintenance of controls for new systems in SOX scope
• Collaborate with cross-functional teams to ensure thorough and accurate testing

Risk Management Service Engineer – Key Skills Required

• 5–7 years’ experience in SOX compliance, internal controls, or auditing
• Strong understanding of SOX regulations, internal controls, and accounting principles
• Bachelor’s degree in Accounting, Finance, or related field
• Strong analytical, problem-solving, and documentation skills
• Excellent communication and ability to collaborate across teams
• CISA certification preferred

Please apply now if this role is of interest.