1,821 Customer Service Manager Roles jobs in the United Kingdom

We are looking for a passionate and talented Customer Service Manager to join our team at London Heathrow.

The Customer Service Manager manages the customer relationship between WFS, the airline and airline customers including continuous development of the relationship and ensuring service level agreements are met.

This is an exciting opportunity to be part of a global leader in the airline cargo industry. We offer a competitive salary along with opportunities to progress your career.

• Driving customer onboarding.
• Leading implementation and embedment.
• Engaging with customers through weekly service meetings.
• Delivering airline Key Performance Indicators and Service Level Agreements.
• Acting as a link between operations and customer.
• Developing and introducing new business.
• Monitoring and managing customer Key Performance Indicators.
• Producing reports for senior managers.
• Daily monitoring of all staff, KPIs, systems, data, and processes to ensure operational objectives are consistently met.
• Supporting the operational planning and rostering to mitigate potential impacts (review of skill sets & staffing levels and execution of customer requests, and special projects).
• Maintaining consistent physical presence on the shop floor, contributing to shift briefings, site audits, staff engagement and motivation.

• Customer Service Experience within a service delivery environment.
• Confidence to explore and develop new business opportunities.
• Good communication skills with the ability to build strong relationships with key stakeholders.
• Planning and organisational skills including handling multiple tasks and prioritising them.
• Airport experience is desirable.

Please note that successful candidates will be subject to a background check including a criminal record check, 5 year employment history and a drug & alcohol test.

Safety

• Always look out for our own and each other's safety.
• Proactively identify safety risks, hazards and unsafe behaviours promptly and courageously.
• Comply with all relevant safety regulations and standards at all times.
• Learn from mistakes and share that learning.

Customer Focus

• Delight customers by actively anticipating their needs, concerns and preferences.
• Offer alternative "yes" solutions to "no" situations.
• Deliver service excellence and always aim to exceed customer expectations.

Respect

• Appreciate everyone's background, cultural values and opinions at all times.
• Actively listen and understand other's intent and point of view, especially during disagreements.
• Build trusting relationships, demonstrate empathy and care for others.

Excellence

• Always do the right thing. Do it right the first time.
• Demonstrate extreme ownership: See it, Own it, Solve it.
• Adopt a growth mindset: keep learning, stay agile, be resilient.
• Set high expectations, embrace innovation and practice continuous improvement.

Teamwork

• Prioritise SATS Group's interests over one's own and department needs.
• Proactively share resources, ideas and information constructively.
• Build on each other's strengths and ideas to achieve win-win outcomes.

WFS is one of the world's leading ground handling organisations, providing high quality cargo, passenger, premium, ramp, baggage and technical services across a network spanning over 188 locations in more than 22 countries on five continents.

In our UK business, which employs more than 700 people across 19 sites all over the country, we have a clear vision: to empower our people, always look for improvements and lead our industry with great customer focus.

This company are well-established in the Kitchen and Bathroom sector with over 20,000 products and a huge online presence.

They are looking to recruit an experienced Sales Manager to oversee their inbound sales team, who service customers via telephone, email and live chat.

The Role

As the team manager, you would:

• Hold overall responsibility for the teams performance
• Analyse sales data
• Develop and implement the sales strategy
• Train and mentor team members
• Monitor and manage performance
• Manage sales forecast and pipeline
• The company operate a flexible hybrid working policy with a minimum office attendance of 2 x a month for team meetings.

The Candidate

• Previous experience managing a team of telesales or internal salespeople, ideally involving online/ecommerce sales.
• Hands-on leadership style
• An ability to develop and motivate team members

The Package

• Salary up to £45k (DOE)
• 25 days holiday, plus the ability to buy/sell up to 5 days
• £500 budget to set up your WFH space
• Free onsite gym at the office
• Enhanced maternity/paternity pay
• EAP/GP in your pocket/Headspace subscription
• Dog friendly office.
• Contact: Russell Cripps

Reference: KC/

Candidate care:

By responding to this advert you consent to Cavendish Maine processing the personal data included within this application.

If your application is successful we will contact you to discuss the opportunity in more detail, within 48 hours of receiving your application.

Should you not hear from us within 3 working days please assume your application has been unsuccessful on this occasion. Please be advised that if unsuccessful for this role we may keep your details in our hold file, during which time you may be contacted for other suitable vacancies. If you do not want us to do this please call us to advise.

In the meantime, we would like to thank you for your interest in Cavendish Maine.

Thrive Trowbridge are delighted to be working with our client in the Trowbridge area who are actively looking to recruit a Customer Service Manager on a permanent basis.
What you will be doing:

• Management of the customer service department to ensure high standards of client satisfaction
• Overseeing a diverse portfolio of Key Accounts and clients
• Supervision of a team including reviews, developmen.

ZIPC1_UKTJ

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, train, and motivate a team of customer service representatives to achieve performance goals.
• Develop and implement strategies to enhance customer satisfaction and loyalty.
• Set service level agreements (SLAs) and monitor team performance against them.
• Handle escalated customer inquiries and resolve complex issues efficiently and effectively.
• Analyse customer feedback and support data to identify trends and areas for improvement.
• Develop and maintain customer service policies, procedures, and documentation.
• Collaborate with other departments to ensure a seamless customer experience.
• Manage the scheduling and allocation of customer service resources.
• Implement and optimise customer support tools and technologies.
• Contribute to the development of customer service training programs.
• Act as a point of escalation for critical customer issues.
• Champion a customer-centric culture throughout the organisation.

• Bachelor's degree in Business, Communications, or a related field; relevant certifications are a plus.
• Minimum of 5 years of experience in customer service, with at least 2 years in a management or supervisory role.
• Proven ability to lead, motivate, and develop a customer service team.
• Excellent understanding of customer service principles and best practices.
• Strong problem-solving and conflict-resolution skills.
• Exceptional communication, interpersonal, and listening skills.
• Proficiency in CRM software and customer support platforms.
• Ability to work effectively in a remote environment and manage a distributed team.
• Data analysis skills to interpret customer feedback and performance metrics.
• A commitment to delivering high-quality customer service.

• Lead, manage, and motivate the customer service team to achieve departmental goals.
• Develop and implement effective customer service policies and procedures.
• Oversee daily operations, ensuring timely and accurate resolution of customer inquiries and issues.
• Monitor customer service KPIs (e.g., CSAT, NPS, response time) and implement improvements.
• Handle escalated customer complaints and complex issues with professionalism and efficiency.
• Recruit, train, onboard, and develop customer service representatives.
• Utilize CRM systems and support software to manage customer interactions and data.
• Identify trends in customer feedback and provide insights to other departments for service improvement.
• Contribute to the overall customer experience strategy and company growth.

• Bachelor's degree in Business Administration, Management, or a related field, or equivalent practical experience.
• Minimum of 5 years of experience in customer service, with at least 2 years in a management or supervisory role.
• Proven experience managing customer support teams, preferably in an e-commerce environment.
• Proficiency with CRM software (e.g., Salesforce, Zendesk) and customer support tools.
• Strong understanding of customer service principles and best practices.
• Excellent leadership, communication, and interpersonal skills.
• Strong analytical and problem-solving abilities.
• Ability to work effectively in a hybrid work model.
• Demonstrated ability to drive customer satisfaction and loyalty.

• 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.