50 Customer Service Manager jobs in Kilburn

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

As Lead Student Success Manager, you will drive innovation, lead strategic thinking, and implement new approaches for scaling the success of our Career Accelerator (CA) programmes. You’ll be accountable for the full learner journey, from onboarding to completion, with a clear focus on driving progression, satisfaction, outcomes, and careers-first success metrics.

You’ll lead a high-performing team of Success Managers and set the gold standard in student experience, retention, and satisfaction. Beyond leadership, you’ll shape scalable success strategies that align with FourthRev’s commitment to transformative, careers-first education—ensuring every learner feels supported, enabled, and equipped to achieve their career goals.

1. Lead, coach, and develop a high-performing Student Success team

• Guide and performance-manage Success Managers to deliver exceptional learner experiences.
• Foster a culture of continuous improvement and data-informed decision-making.
• Act as point of escalation for complex learner cases with sensitivity and care.
• Enhance systems and processes to scale effectiveness across partnerships.

2. Own and drive the careers-first learner journey strategy

• Lead delivery of learner journeys across orientation, progression, and communications.
• Partner with Product and Delivery teams to design cohesive, high-impact journeys.
• Create learner-facing content, assets, and engagement strategies that drive confidence and outcomes.
• Ensure student communities flourish through belonging, motivation, and progression.

3. Champion learner outcomes and satisfaction

• Define and own OKRs and KPIs across retention, satisfaction, and completion.
• Analyse learner sentiment and engagement data to drive improvement.
• Report insights and outcomes to leadership, ensuring accountability and iteration.

4. Lead a strategic focus area within the Student Success team

• Own one specialism such as Resource Development & Systems Implementation or Specialist Support, Wellbeing & Behavioural Change.
• Develop scalable playbooks and frameworks for future programme rollouts.

Requirements

• Extensive experience in student success, retention, or learner engagement within higher education or EdTech.
• Proven leadership in managing and developing teams within learner support or coaching.
• Strong analytical thinking, decision-making, and data interpretation skills.
• Deep empathy and sensitivity to diverse learner needs and contexts.
• Ability to balance exceptional learner experience with commercial awareness.

Desirable:

• Background in postgraduate or professional learner engagement.
• Experience in community management, service design, or automation of support systems.
• Coaching or wellbeing qualification.
• Understanding of digital skills industries and emerging career pathways.

Benefits

We’re redefining higher education through world-class Career Accelerator programmes, built in collaboration with top universities and global industry leaders. Join us in shaping the next generation of transformative, careers-first learning experiences.

Customer Service Representative – Job Description

We are seeking a motivated and service-oriented Customer Service Representative to join our team in the Hospitality and Tourism industry. This hybrid role, located on Queen Street in Auckland, is ideal for individuals who enjoy working with people and thrive in fast-paced environments.

As a Customer Service Representative, you will play a key role in delivering exceptional service to our guests, clients, and visitors. You will handle a variety of customer interactions, including inquiries, bookings, complaints, and general support, across phone, email, and face-to-face channels. Your goal will be to ensure each customer has a smooth, helpful, and positive experience from start to finish.

We welcome applicants with no prior experience, as we offer one-on-one professional training to help you gain the skills and confidence needed to succeed. If you are enthusiastic, reliable, and eager to learn, this is an excellent opportunity to build your career in the hospitality sector.

Key Responsibilities:

• Assist customers with bookings, reservations, inquiries, and complaints
• Maintain accurate and up-to-date records of customer interactions
• Provide clear and friendly communication across multiple channels
• Collaborate with internal departments to meet customer needs
• Handle transactions or payment processing as required
• Promote services, products, and special offers when appropriate
• Maintain a positive and professional image at all times

Requirements:

• No prior experience necessary; full training will be provided
• Excellent verbal and written communication skills
• Strong problem-solving abilities and a customer-oriented mindset
• Ability to multitask and perform well under pressure
• Flexible availability, including evenings and weekends
• A willingness to learn and grow in a team environment

If you are passionate about delivering great service and looking for a supportive team that values your development, we encourage you to apply.

Customer Service Advisor

£22,000 – £0,000 | Ruislip | Permanent

A respected and well-established insurance provider is seeking a driven Customer Service Advisor to join their expanding team in Ruislip. This is a fantastic opportunity for someone with customer service or sales experience to build a rewarding career in the insurance sector, with clear progression opportunities and strong earning potential.

What you’ll be doing:

• Engaging with new and existing customers, understanding their needs, and recommending tailored insurance products
• Proactively identifying sales opportunities, upselling and cross-selling to maximise customer value
• Building strong relationships to ensure long-term customer loyalty and retention
• Working towards individual and team sales/KPI targets with a focus on high performance
• Delivering a professional, customer-focused experience that drives both satisfaction and results

Who we’re looking for:

• Previous experience in sales, telesales, or customer service within a target-driven environment
• Confident, enthusiastic, and commercially minded communicator
• Results-oriented with the drive to exceed goals and celebrate success
• Motivated, reliable, and proactive problem solver
• Keen to learn, develop, and progress within a growing insurance business

What’s in it for you?

• Competitive salary of £22,00 – £3 000 (dependent on experience)
• Monday to Friday, 37.5 hours per week
• Full training provided with ongoing career development support
• Clear progression routes within a fast-growing business
• A collaborative and supportive team culture that recognises and rewards achievement