61 Customer Service Manager jobs in Hounslow

Customer Service Executive job (Sales Administrator) paying £30,000 - Richmond - Ecommerce Business

Your new company  
A fantastic opportunity is available for a Customer Service Executive/Sales Administrator to work for a creative Ecommerce business in the Richmond area. This role has arisen due to an internal promotion and forms part of a small but friendly and stable team. This position is fully based on site and therefore candidates must be living within a reasonable (less than an hour) commute of Richmond.

Your new role  
Your new role will be to work with niche retail customers to maintain records of customer specifications for deliveries, processing sales orders, dealing with pro forma invoices, liaising with the 3PL distribution centre to ensure orders are dispatched on time. You will cross-reference product orders on Oracle, use Excel for stock reporting and work closely with finance regarding payments. 

What you'll need to succeed  
In order to be successful you will have strong administrative and customer service experience, ideally within a product-based business such as manufacturing, supply chain, Ecommerce or retail. Experience in order processing, sales administration, customer service within an office environment. You will live within a reasonable commute of Richmond. Bonus points for Excel use and experience using ERP systems.  

What you'll get in return  
In return you will be offered a permanent role in this fantastic organisation paying £30,000, with generous holidays of 25 days plus bank holidays, 36.5 hours per week which will be operated between 8.30am - 5.30pm with some degree of flexibility to be scheduled with your manager. Private medical insurance. Please note this is a fully office based role.

What you need to do now  

If you're interested in this role, click 'apply now' to forward an up-to-date copy of your CV, or call us now.
If this job isn't quite right for you, but you are looking for a new position, please contact us for a confidential discussion about your career.
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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.

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, 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 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.

• Lead, coach, and develop a remote-based customer service team to achieve outstanding service levels.
• Define, implement, and monitor key performance indicators (KPIs) for customer service operations (e.g., response times, resolution rates, customer satisfaction scores).
• Develop and refine customer service policies, procedures, and best practices to enhance efficiency and effectiveness.
• Manage customer escalations and ensure timely and satisfactory resolution of complex issues.
• Collaborate with product, sales, and engineering teams to provide customer feedback and drive product improvements.
• Oversee the effective utilization of CRM and customer support platforms.
• Develop and deliver training programs for customer service representatives on product knowledge, service standards, and support tools.
• Analyze customer service data to identify trends, insights, and opportunities for proactive customer engagement and retention.
• Foster a customer-centric culture within the support team and across the organization.
• Manage departmental budgets and resource allocation effectively.

• Bachelor's degree in Business Administration, Communications, or a related field.
• A minimum of 7 years of progressive experience in customer service, with at least 3 years in a management or supervisory role.
• Demonstrated experience managing remote customer service teams.
• In-depth knowledge of customer relationship management (CRM) software and helpdesk ticketing systems.
• Proven ability to develop and implement effective customer service strategies and processes.
• Excellent leadership, communication, and interpersonal skills.
• Strong analytical and problem-solving abilities, with a data-driven approach.
• Experience in managing customer escalations and service recovery.
• Ability to work independently and manage multiple priorities in a remote setting.
• A passion for delivering exceptional customer experiences and building customer loyalty.

About the job

Our Company

JOYBUY - Joybuy is JD.com's online retail business in Europe.

Joybuy is an online retailer which places the customer at the heart of everything it does. It is currently in test phase in the UK, Netherlands, Germany, France, Belgium and Luxembourg.

Its slogan, “Don’t just buy, Joybuy,” perfectly captures its mission to fulfill Joybuy customer’s needs and provide a service that is easy and convenient, but also enjoyable and fun.

About the Role

We are looking for a Service Tool Product Manager to lead our full-chain and intelligent customer service system development driving innovation, automation, and scalability for our global support operations.

Key Responsibilities

• Act as the primary product interface between business and R&D teams to develop the self-built customer service workbench from concept to launch.
• Redesign the customer service operation interface (ticket handling, knowledge base, and system integration) to improve usability and workflow efficiency.
• Develop real-time intelligent assistance modules (e.g., rule-based prompts, script suggestions) to enhance agent productivity and customer experience.
• Streamline the consultation–quality inspection–review loop by eliminating system gaps and improving the automatic ticket routing rate .
• Establish data-driven monitoring systems to measure tool efficiency, analyze user behavior, and optimize operational resource allocation.
• Lead Intelligent Customer Service Planning , including Multi-language intent recognition Automated responsibility assignment, AI-driven knowledge recommendations
• Design and evolve intelligent routing mechanisms to dynamically allocate service agents based on user profiles, issue type, language, and history.

Requirements

• 5+ years of experience in customer service technology or product management with proven leadership in at least two systems (CRM, ticketing, or quality inspection platforms).
• Experience with AI-driven or intelligent customer service systems is highly preferred.
• Strong understanding of customer service workflows and ability to identify operational pain points; familiarity with B2B/B2C tool design standards.
• Skilled in data analysis tools (SQL, Excel, Tableau, etc.) with strong data-driven decision-making capabilities.
• Experience managing cross-border or multilingual customer service processes (e.g., multi-time zone scheduling, localization).
• Excellent command of English (spoken and written); proficiency in additional languages is an advantage.

If you’re passionate about building intelligent service tools that empower global customer experience teams, we’d love to hear from you.

At Freedom Leisure we can offer a friendly working environment that brings lots of variety every day.

If you like talking to people, this is definitely the role for you. We understand that engaging with customers and colleagues is not as easy as it sounds and sometimes comes with experience. We will provide all the training needed to be a successful Duty Manager but we also believe that employing people from a mix of employment backgrounds can offer a wider benefit to our team, some of which might be in their first ever job and need more support from their manager and colleagues.

In the role of Duty Manager, you will ensure the best levels of service are achieved by our teams, for our customers through offering a friendly, clean and safe facilities at all times.

If you want to progress further, we will support this through additional training, both formal and on the job will be key. However, we also appreciate that not everyone wants to ‘move up the ladder’ and that’s absolutely fine with us. What is really important is that you are happy in your work.

At Freedom Leisure we welcome our diverse local community to our centres every day and we want to reflect that same multicultural mix inside our business too. We strive to create an inclusive and diverse workplace where people can be themselves, have the same opportunities and thrive together. Because at Freedom Leisure, You Matter!

Together, we work to create a workplace where everyone feels valued, no matter their age, race, gender, disability or sexual orientation. We aim to be the employer of choice within our industry and we strive for this every day.

In the event that a high volume of suitable applications are received, the post may close prior to the specified closing date. Please apply as soon as possible if interested.

Hours: 37 hours per week, Monday - Sunday (rota basis)

Requirements

• To actively manage and develop and motivate the customer service team
• Actively work and assist on the Reception Hub
• To be responsible for the day to day duty management and running of the leisure centre to the highest standard
• To contribute to and understand the business and budgetary performance of the centre
• To be a proactive member of the leisure centre team
• A passion for the industry demonstrated through continuous professional development
• Experience of problem solving, customer service and staff management
• Experience working in a Duty Management or similar role

• To be able to work flexibly with a level of autonomy and decision making confidence

• Able to think on your feet and respond to variable demands.

Benefits

We want you to love coming to work, feeling healthy, happy and valued. That's why we've developed a benefits package with you in mind, so what can we offer you?

• My Staff Shop, our very own staff benefit scheme, gives employees access to a great range of benefits. Get discounts on cinema tickets, travel bookings, high street e-vouchers, gift cards, days out, leisure activities and your day to day spending.
• Discounted Staff membership (including family members)
• Incremental holidays
• Employee Assistance Programme - 24/7 confidential, independent and professional counselling.
• Company pension
• Various insurance and saving schemes
• Financial advice
• Cycle-to-work and Car Leasing tax-efficient schemes (salaried staff only)
• All this as well as fully funded training and career progression opportunities in a team working environment

Closing date: 2nd February 2024

Salary: up to £24,018 per annum