1851 Customer Service Manager jobs in London

Working hours: Mon-Fri, 40 hrs/week
Reports to: Group Head of Trade Compliance & QHSE

This is a fantastic opportunity for an experienced Customer Service Manager to join a leading organisation in the aerospace sector. You'll lead and evolve the customer service function to deliver a best-in-class experience for global clients. This role is ideal for someone who's hands-on, strategic, and passionate about service excellence.

• Lead, mentor, and develop customer-facing teams to exceed performance goals.
• Drive and implement customer service policies, procedures, and KPIs.
• Handle escalated customer issues and drive resolution.
• Monitor performance through metrics (e.g. satisfaction scores, resolution times).
• Design and deliver training and coaching across customer service and management teams.
• Collaborate cross-functionally with sales, operations, and logistics to ensure a seamless customer journey.
• Gather and use customer feedback to drive continuous improvement.
• Present insights and performance data to senior leadership.

• Proven track record in leading customer service teams.
• Experience in process improvement and customer experience strategy.
• Strong communication, relationship-building, and stakeholder management skills.
• Confident in delivering training and presenting to internal and external audiences.
• Proficient in CRM tools (e.g. Salesforce) and Microsoft Office Suite.
• Analytical mindset - able to interpret data and make actionable recommendations.
• Experience in or passion for the aerospace or similar high-tech industries.
• Flexible and open to occasional global travel.
• Multilingual skills are a plus.

ACS are recruiting for a Customer Service Manager . If you feel that you have the skills and experience required in this advertisement to be a Customer Service Manager submit your CV including an outline of your experience as a Customer Service Manager. It is always a good idea to include a covering letter outlining your experience as a Customer Service Manager with your application as this will enhance your chances of selection and improve your prospects of landing the Customer Service Manager role you desire.

• Proven experience as a Customer Service Manager in FMCG
• Strong technical capability, including use of ERP systems, product databases and EDI.
• Proactive problem solver with excellent attention to detail.
• Ability to work independently and prioritise tasks in a fast-paced environment.
• Strong communication, organisational, and multitasking skills, both internally and with customers.
• Experience leading and developing a team, driving accountability and results.
• Forward-thinking approach with the ability to modernise, automate and continuously improve processes.

• Oversee day-to-day activity of the customer service team, ensuring orders are processed accurately and on time.
• Ensure service issues are investigated, escalated appropriately, and communicated clearly with both customers and account managers.
• Hold logistics partners accountable for delivering orders On Time & In Full, targeting service levels of 99%.
• Provide weekly and monthly service reporting for both internal stakeholders and customers.
• Analyse customer and consumer complaints, identifying trends and escalating where necessary.
• Maintain strong relationships with the sales team, collaborating on process improvements and data accuracy.
• Champion continuous improvement and encourage a culture of learning within the team.
• Support and develop team members to improve performance and engagement.

Do you want to love what you do at work? Do you want to make a difference, an impact, transform peoples lives? Do you want to work with a team that believes in disrupting the normal, boring, and average? If so, this could be the opportunity you’ve been waiting for. webook.com  is one of the leading event ticketing and experience booking platforms in the world, known for its cutting-edge technology, agility, and robust feature set. We’ve supported some of the largest large-scale events, processing over £400 million in sales to date.

Role Overview

Oversee the contact centre to ensure ticket buyers receive the best possible experience while managing team performance and operational efficiency.

Key Responsibilities

• Provide the best possible experience for ticket buyers .
• Set, monitor, and meet contact centre rota and performance targets  for efficiency and quality.
• Manage the daily operation of the contact centre, including coaching and motivating agents .
• Identify training needs  and develop/deliver training material.
• Record statistics, user rates, and performance levels , preparing reports as required.
• Handle any matters requiring escalation .

Requirements

• 3+ years in customer service management , preferably in ticketing or live events.
• Strong leadership, coaching, and team management skills.
• Excellent communication and problem-solving skills.
• Experience with contact centre tools and CRM systems .

• 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.

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

Our client is looking for for a Client Co ordinator who has strong computer abilities and can multitask.

Your day to day duties include taking inbound calls, or reacting to emails, assigning engineers to call out for maintenance type issues. You will be expected to assign the right type of engineer depending on the issue and be comfortable with UK geography.

You will be IT literate, be friendly, be able to make decision and take ownership of any issues, as well as have exceptional customer service and admin skills. You will have an eye for detail and possess a proven ability to work under pressure.

Hours are Monday to Friday 8.30am to 5.30pm with an hour for lunch.

The company offer a salary of up to 28000pa and offer a number of social engagements including drinks, pizza and quiz afternoon/nights. There is also the added bonus of free car parking and 21days holiday with 8 bank holidays.

Join Our Dynamic Customer Service Team! We’re looking for a confident, resilient, and empathetic Customer Service Representative to be the voice of our business. If you enjoy talking to people on the phone, can handle difficult conversations with professionalism, and take pride in solving problems, we’d love to hear from you.

Our client is a leading specialist in energy metering, billing, and services for communal and district heating systems. Using our in-house billing platform, we look after hundreds of communal and district schemes for both private and social housing across the UK, issuing bills for tens of thousands of customers each year. We also support many more households via our pre-payment system.

This is a customer-facing role where you will be the first point of contact for residents, mainly by phone, but also by email. You’ll be responsible for handling billing queries, resolving complaints, and explaining charges clearly and professionally. Many customers may be upset or frustrated when they call, so you’ll need to stay calm, stand your ground where necessary, and still show empathy and understanding. It’s a great opportunity for someone who thrives on communication, enjoys problem-solving, and wants to play a key role in delivering excellent customer service.

Essential requirements:

• Right to work in the UK
• Valid driving licence and own car
• Living within a 30-minute drive of Sevenoaks

What you’ll do:

• Answer customer calls and emails promptly and professionally
• Handle billing queries, payment plans, and refund requests
• Resolve complaints and de-escalate tense situations
• Support our debt management team
• Field technical queries to external partners
• Update and maintain accurate customer records
• Manage move-in/move-out queries for residents
• Request customer feedback and encourage online reviews
• Assist with admin duties, including post and Welcome Packs for new tenants
• Ensure GDPR and data privacy compliance

Must-have skills:

• Strong telephone skills – confident, clear, and personable
• Resilience under pressure – able to handle angry or upset customers without losing composure
• Firm but empathetic approach – balancing authority with care for vulnerable residents
• Problem-solving mindset – able to explain bills and processes clearly, even to frustrated customers
• Attention to detail – accuracy in billing and data is essential
• Good numeracy skills – confident working with figures, explaining bills, and helping customers understand their costs.
• Good organisation, diary management, and Microsoft Office skills (Excel & Word)
• Previous experience in a phone-based customer service role is strongly preferred

Location:

• Based in Sevenoaks, with occasional travel to our Leatherhead office

Benefits Include:

• £24,000-£28,000 Salary (Based on Skills and Experience)
• 22 Days Holiday + Bank Holidays
• Company Bonus Scheme (after one year of employment)
• One day per week work-from-home option
• Full training and ongoing development

How to Apply:

If you’re looking to make a difference in a role where you’ll be valued, challenged, and supported, apply now and join our dedicated team.