861 Customer Service Manager jobs in the United Kingdom

Service Manager - Frimley, Surrey.

Due to the continued growth at ACL (Alarm Communication Limited), we have a requirement for an additional Service Manager to join our established team at our main offices in Frimley Surrey.

You will work within one of our Key Account Divisions, which look after a selection of Key Accounts made up of several prestigious large-scale commercial properties, ranging across the Commercial, Education, Healthcare, Hospitality and Stadia sectors.

This position is a people management role, with the office based service delivery administration team within your division reporting to you.

Basic Salary – £40,000 - £6,000 - DOE

Overtime, Travel Time & Call-out

Pension, Life Assurance & much more. – Please see our generous remuneration packages below

What this role will look like

• Working directly alongside the Contract Managers (Technical Account Manager) within your Division and acting as a vital, personable, and responsive point of contact for our clients and their estates/security teams onsite.
• Responsible for all planned maintenance works, reactive callouts, and monitoring critical Remedial repairs.
• Preparing service reports before meeting key accounts and completing any client-specific requests, including tailoring our reporting to suit their needs.
• Regularly meeting clients alongside the relevant Contract Manager to deliver Service-related information and reports whilst building and nurturing strong client relationships.
• Pricing all new Service Contracts, monitoring annual financial performance for each contract, and pricing all renewals.
• Auditing Maintenance Contract Asset Data and escalating any concerns to the Contract Manager.
• Regularly reviewing Maintenance activities, Callouts, Asset Failures, and system compliance and ensuring that we meet or exceed all clients’ SLAs.
• Ensure that all planned maintenance works are raised on time and work with the Service Coordinators and the Contract Manager to allocate labour resources efficiently.
• Monitoring the financial performance of the Service Team and ensuring that all works are approved for invoiced on time each month.
• Build relationships of trust through open and honest communication with clients, suppliers, and colleagues.
• Oversight for all ARC Connections within the division. Completing all initial setups, renewals and monitoring and reporting on all police and fire brigade attendances.

Requirements

Who We're Looking For:

• Proven customer support experience
• Strong phone manner, conflict-handling skills, and exceptional active listening
• Strong problem-solving skills and ability to work well under pressure.
• Excellent communication skills, both verbal and written.
• Solid technical knowledge and understanding of various systems.
• Ability to work independently as well as part of a team.
• Attention to detail and ability to complete work accurately and efficiently.
• Professional and customer-oriented approach.

Benefits

• Basic Salary – £ subject to experience
• Overtime, Travel Time & Call-out
• Aviva Pension
• Life Assurance 4x Salary
• 22 Days Paid Holidays plus Bank Holidays
• Paid Candidate Referral Scheme – up to £1 00 per referral, unlimited referrals.
• Mental Health & Well-being Scheme
• Employee Recognition Scheme
• Free, secure, onsite parking
• Development and progression opportunities

A Little More About Alarm Communications

Alarm Communications Limited (ACL), a specialist division of Marlowe Fire & Security Group, installs and maintain intelligent building systems that allow our clients to keep the people that rely on them safe from harm and secure their businesses' future. Working across our three core service; Fire & Life Safety systems, Securitysystems,and Building Energy Management systems.

Marlowe Fire & Security Group is the UK’s fastest growing and most innovative consortium of fire life safety and security service providers providing protection to our customer's property and people. Consisting of established and complimentary brands: ACL, BBC Fire & Security, FAFS Fire & Security, Hadrian Technology, Island Fire Protection, Marlowe Fire & Security, Marlowe Kitchen Fire Suppression, Morgan Fire Protection.

Our Business Includes:

• Alarm Communications - acl.uk.com
• Clymac - clymac.co.uk/
• FAFS Fire & Security - fafsfireandsecurity.com
• Marlowe Kitchen Fire Suppression - marlowefireandsecurity.com
• Morgan Fire Protection - morganfire.co.uk
• Marlowe Smoke Control - marlowe-aov.co.uk
• Marlowe Fire & Security - marlowefireandsecurity.com

Equal Opportunities

We strive to create a diverse, inclusive environment to encourage all our employees to be themselves. We celebrate what makes us unique and believe that adopting a culture of inclusion helps us to best serve our customers. We are committed to supporting equal opportunities, please inform us if you require any reasonable adjustments to enable you to participate in the recruitment process.

Right to Work

Regrettably, we are unable to offer Right to Work Sponsorship.

If you do not currently have the Right to Work in the UK or will need additional support to extend your current Right to Work status, your application cannot be considered.

We have a fantastic opportunity for a Customer Service Manager to join our team within Vistry South London, based at our Stratford office with travel to our various sites across the region. As our Customer Service Manager, you will provide day to day management and support to the Customer Service office and technician teams to provide an exceptional, consistent level of customer service to all Partnerships and open market sales customers and assist the business in maintaining high NHBC customer satisfaction and Partner satisfaction scores.

We value in-person collaboration and team culture, but we’re also committed to supporting flexible working where possible. We encourage you to raise any specific requirements during the interview process so we can explore how this could be accommodated.

• Competitive basic salary and annual bonus
• Company car, car allowance or travel allowance
• Salary sacrifice car scheme available to all employees
• Up to 33 days annual leave plus bank holidays increasing to up to 39 days with service
• 2 Volunteering days per annum
• Private medical insurance, with employee paid cover
• Enhanced maternity, paternity and adoption leave 
• Competitive pension scheme through salary sacrifice
• Life assurance at 4 x your annual salary
• Share save and share incentive schemes
• Employee rewards portal with many more benefits…

• Behave in line with our company values – Integrity, Caring and Quality
• Complex customer complaint resolution
• Working with multiple teams within established processes and procedures
• Accurate and consistent approach in maintaining records
• Delivering customer service excellence and best practice within a fast paced and challenging environment
• Good working knowledge of Excel, Microsoft Word, and Outlook
• Highly developed analytical, oral, and written communication skills
• Able to engage and build positive working relationships with our supply chain, partners, and stakeholders to manage customer journey
• Proactive approach, with attention to detail and the ability to work independently and make key decisions
• Ability to build and maintain positive customer relationships
• Excellent time management, planning and prioritisation skills
• Full Driving license with a willingness to travel

Desirable…

• A background in construction / housebuilding
• Practical knowledge of NHBC, LABC & Premier Guarantee guidelines useful but not essential
• Awareness of contract terms, conditions, and house type specifications

• Day to day management of the Customer Service Coordination team and Technicians to ensure all customers and partners receive a consistent level of service.
• Ensure team performance and output is monitored and managed, and ensure workload is allocated and managed appropriately.
• Review all open cases and jobs with each coordinator, discuss any past SLA cases and ensure coordinator is equipped to ensure the service delivery can be maintained. Priority of closing out any identified Long Lead’s or those that fall into the overdue categories.
• Lead the Customer Services Co-Ordinator’s teams to ensure that driving contractor and technician appointments within SLA periods.
• Ensure Vistry’s Health & Safety processes are followed to ensure safe working in customers homes.
• Review and sign of Risk Assessments and Method Statements relating to works and co-ordinate with the Group SHE representative for the Region where considered to be greater that low risk matters.
• Distribute Subcontractor reports and highlight any non-performance or poor delivery issues.
• Review & Manage performance of sub-contractors to ensure that they are compliant with SLA periods.
• Carry out Functionality & Finesse Inspections to all tenures and monitor the completion with build teams and signing of plots on completion all in line with Business Unit processes and that of Life of Site.
• Highlight and report any common and repeat issues and poor performing sub-contractors, and play an active role in discussing any positive interventions to allow the Contractor or supplier to review their service to Vistry.
• Liaise with and lead on discussions with other departments to assist in meeting service level agreements to customers and partners.
• Oversee all Step 1 complaints /escalations and seek direction where required to close out any customers concerns. Including Social Media notifications.
• Review and oversee all job quotes with the Customer Service Director and manage invoice payment process through a review of all submissions with the Coordinators.
• Ensure the contra charge notification process is followed and confirmations are correctly executed through Keys.
• Report all submissions to Commercial team.
• In conjunction with the Build, Sales and wider Customer Service team, continuously review the customer journey to promote a positive return on the 8-week satisfaction survey.
• Complete a review prior to customers entering their 9-month survey window, to ensure that we are achieving leading customer service standards and performance measures in order to achieve our HBF target.
• Co-ordinate and assist Customer Services team to ensure positive survey results from Partner Satisfaction Surveys.
• Attend escalated complaints to ensure that an amicable solution is reached where required.
• Managing the inspection process for End of Defects inspections and proactively closing these out and signing off with our Partner agreed timescales and the recovery of retentions.

We build more than homes, we’re making Vistry. Being a responsible developer and award-winning employer means we live each day through our ethos - doing the right thing. Our behaviours reflect this, as well as our values of integrity, caring and quality. Shaping all we do; they empower us to develop sustainable communities across affordable and private housing. We work in a partnership-led way, and you’ll recognise our renowned brands Bovis Homes, Linden Homes and Countryside Homes. Together with Vistry Works, our manufacturing operation, and the functional support of Vistry Services, we’re a proud UK Green Building Council member, UK top five housebuilder with a five-star House Builders Federation (HBF) customer satisfaction rating, and winner of many awards including Top Employer, Global Top Inspiring Workplaces, and Best for Talent Attraction and Outreach. 

Join us in making Vistry.  

#LI-HA1

• Lead and manage the customer service team, fostering a high-performance culture.
• Develop and implement customer service policies, procedures, and standards.
• Monitor and analyze customer service performance metrics (e.g., response times, resolution rates, CSAT).
• Handle escalated customer complaints and complex inquiries with professionalism and efficiency.
• Provide training, coaching, and performance feedback to customer service representatives.
• Identify opportunities for service improvement and implement relevant changes.
• Collaborate with other departments to ensure a seamless customer experience.
• Manage CRM systems and ensure accurate customer data management.
• Develop and maintain knowledge base articles and support documentation.
• Represent the voice of the customer within the organization.

• Bachelor's degree in Business Administration, Communications, or a related field (or equivalent experience).
• Minimum of 5 years of experience in customer service management.
• Proven experience leading and developing customer service teams.
• Strong understanding of customer service principles and best practices.
• Excellent problem-solving, decision-making, and conflict-resolution skills.
• Proficiency with CRM software and customer support tools.
• Exceptional communication, interpersonal, and leadership abilities.
• Ability to analyze data and generate actionable insights.
• Experience in a fast-paced, customer-centric environment.

• Lead, mentor, and motivate a team of customer service professionals.
• Develop and implement effective customer service strategies and policies.
• Oversee daily customer service operations, ensuring efficient and high-quality support.
• Set performance standards and monitor KPIs to drive continuous improvement.
• Handle escalated customer inquiries and complex issue resolution.
• Develop and deliver training programs to enhance team skills and product knowledge.
• Analyse customer feedback and implement improvements to service processes.
• Collaborate with other departments to ensure a unified customer experience.
• Manage staffing levels and schedules to meet service demand.
• Utilise CRM and customer support software to track interactions and performance.

• Proven experience in a senior customer service or call centre management role.
• Demonstrated success in leading and developing a customer service team.
• Strong understanding of customer service principles, KPIs, and best practices.
• Excellent communication, interpersonal, and conflict-resolution skills.
• Proficiency in CRM software (e.g., Salesforce, Zendesk) and helpdesk systems.
• Ability to analyse data and generate actionable insights.
• Strong problem-solving and decision-making capabilities.
• Customer-focused mindset with a passion for delivering exceptional service.
• Relevant qualification in business management or customer service is a plus.

• Lead and manage the customer service team.
• Develop and implement customer service strategies and policies.
• Monitor and analyze customer service performance metrics.
• Ensure high levels of customer satisfaction and loyalty.
• Handle escalated customer issues and complaints.
• Train and mentor customer service representatives.
• Identify areas for service improvement and implement solutions.
• Manage customer service budgets and resources.
• Collaborate with other departments to ensure seamless customer experience.
• Utilize CRM systems for effective customer management and reporting.

• Extensive experience in a customer service management role.
• Proven track record of improving customer satisfaction and retention.
• Strong leadership and team-building skills.
• Excellent communication, interpersonal, and problem-solving abilities.
• Proficiency in CRM software and customer service technologies.
• Experience in managing multiple customer service channels.
• Bachelor's degree in Business, Communications, or a related field.
• Ability to adapt to a hybrid work environment.

• Lead, manage, and motivate the customer service team to achieve high performance.
• Develop and implement customer service strategies to enhance satisfaction and loyalty.
• Monitor and analyse customer service KPIs and SLAs, reporting on performance.
• Handle escalated customer inquiries and complex issues, ensuring timely resolution.
• Train, coach, and mentor customer service representatives.
• Develop and refine customer service policies, procedures, and training materials.
• Collaborate with cross-functional teams to improve the overall customer experience.
• Utilise CRM and helpdesk software to manage customer interactions and track issues.
• Gather and interpret customer feedback to drive service improvements.
• Ensure a consistent and positive brand experience for all customers.

• Proven experience in a senior customer service or call centre management role.
• Demonstrated success in leading and developing customer service teams.
• Strong understanding of customer service principles, techniques, and metrics.
• Proficiency with CRM systems (e.g., Salesforce, Zendesk) and helpdesk software.
• Excellent communication, interpersonal, and conflict resolution skills.
• Strong analytical and problem-solving abilities.
• Ability to manage multiple priorities and work effectively in a fast-paced environment.
• Experience in developing and delivering customer service training.
• A customer-centric mindset with a passion for delivering exceptional service.

• Manage and lead the customer service team, providing coaching, training, and performance management.
• Oversee all customer service channels, including phone, email, live chat, and social media.
• Develop and implement customer service policies, procedures, and standards.
• Monitor key performance indicators (KPIs) such as response times, resolution rates, and customer satisfaction scores.
• Handle and resolve complex customer escalations and complaints effectively.
• Identify trends in customer inquiries and feedback, providing insights to other departments for product and service improvements.
• Ensure the team is knowledgeable about company products and services.
• Develop and maintain training materials for customer service representatives.
• Collaborate with other departments to ensure a seamless customer journey.
• Manage workforce planning and scheduling to ensure adequate coverage.
• Drive initiatives to enhance customer loyalty and retention.
• Stay current with best practices and technologies in customer service management.

• Proven experience (5+ years) in a customer service management or supervisory role.
• Demonstrated leadership and team management skills.
• Excellent communication, interpersonal, and problem-solving abilities.
• Strong understanding of customer service principles and best practices.
• Experience with customer relationship management (CRM) software and helpdesk systems.
• Ability to handle high-pressure situations and resolve conflicts professionally.
• Proficiency in standard office software (e.g., Microsoft Office Suite).
• Experience in the e-commerce industry is a significant advantage.
• Bachelor's degree in Business Administration, Marketing, or a related field is preferred.
• A customer-centric mindset with a passion for delivering exceptional service.

• Manage and lead a team of customer service professionals.
• Develop and implement strategies to enhance customer satisfaction and loyalty.
• Set performance standards and monitor key customer service metrics.
• Provide coaching, training, and development to customer service staff.
• Analyse customer feedback and identify areas for improvement.
• Streamline customer support processes and workflows.
• Resolve complex customer issues and escalations.
• Collaborate with other departments to ensure a seamless customer experience.
• Manage the customer service budget and resources.
• Stay abreast of industry best practices and emerging customer service technologies.

• Bachelor's degree in Business Administration, Marketing, or a related field.
• Minimum of 5 years of experience in customer service management, with at least 2 years in a senior leadership role.
• Proven ability to manage and motivate large customer service teams.
• Strong understanding of customer service principles and best practices.
• Excellent communication, interpersonal, and problem-solving skills.
• Experience with CRM systems and customer support software.
• Proficiency in data analysis and reporting.
• Demonstrated ability to drive customer satisfaction and retention.
• Strategic thinking and operational planning skills.

• Proven experience as a Customer Service Manager or similar senior role.
• Demonstrated success in improving customer satisfaction and operational efficiency.
• Strong understanding of CRM systems and customer support best practices.
• Excellent leadership, coaching, and team management skills.
• Proficiency in data analysis and reporting on customer service metrics.
• Exceptional problem-solving and conflict resolution abilities.
• Strong communication and interpersonal skills.
• Bachelor's degree in Business Administration or a related field is preferred.