43 Customer Service Manager jobs in Portsmouth

rook Street is working with a client that is seeking a Customer Service Manager on a Full-Time, permanent basis. This is a fully-office-based role Mon-Fri 8-6.

Main duties:

• To motivate service department.
• To deal with appraisals and staff reviews.
• To provide exceptional service and monitor complaints.
• To achieve high level of customer satisfaction.

Knowledge, skills, abilities and experience (Desired):

Experience with Motor Trade

Excellent attention to detail

Strong verbal & written communication skills

Company Benefits

• Pension contributions
• 24 days leave + bank holidays
• Excellent development opportunities
• Company car
• Realistic OTE 45k

Brook Street NMR is acting as an Employment Agency in relation to this vacancy.

• Lead, mentor, and manage a team of customer service representatives, fostering a positive and productive work environment.
• Develop and implement customer service policies, procedures, and quality standards.
• Monitor key performance indicators (KPIs) such as response times, resolution rates, customer satisfaction scores (CSAT), and net promoter score (NPS).
• Analyse customer feedback and service data to identify areas for improvement and implement proactive solutions.
• Manage escalated customer issues, providing timely and effective resolutions.
• Collaborate with other departments (e.g., Sales, Marketing, Logistics) to ensure a seamless customer journey.
• Identify training needs and develop comprehensive training programs for the customer service team.
• Manage staffing levels, scheduling, and workforce planning to meet service demands.
• Utilise CRM and customer support platforms to optimise workflow and enhance efficiency.
• Champion a customer-centric approach throughout the organisation.
• Contribute to strategic planning and budgeting for the customer service department.
• Oversee the implementation of new customer service technologies and tools.

• Proven experience in a management or supervisory role within customer service, preferably in an e-commerce or fast-paced retail environment.
• Demonstrated ability to lead, motivate, and develop a high-performing team.
• Strong understanding of customer service best practices, KPIs, and performance metrics.
• Excellent problem-solving, conflict resolution, and decision-making skills.
• Proficiency in using customer service software, CRM systems, and helpdesk platforms.
• Exceptional communication, interpersonal, and influencing skills.
• Ability to analyse data and translate insights into actionable strategies.
• Experience with hybrid work models and effective remote team management.
• Strong organisational and time management abilities.
• A Bachelor's degree in Business Administration, Marketing, or a related field is preferred.
• Flexibility to work varying hours as needed to support business operations.

• Lead, manage, and mentor a remote customer service team.
• Develop and implement customer service strategies to enhance customer satisfaction and retention.
• Oversee daily operations of the customer service department across multiple channels.
• Establish and monitor key performance indicators (KPIs) for service quality and efficiency.
• Identify and implement process improvements to optimise customer support workflows.
• Manage customer service budgets and resource allocation.
• Develop and deliver comprehensive training programs for customer service staff.
• Collaborate with cross-functional teams to ensure a cohesive customer experience.
• Analyse customer feedback and service data to identify trends and areas for improvement.
• Manage escalations and complex customer issues effectively.
• Champion a customer-centric culture throughout the organisation.
• Stay updated on industry best practices and emerging trends in customer service.

• Bachelor's degree in Business Administration, Management, or a related field.
• Minimum of 6 years of experience in customer service management, with at least 3 years in a senior operational role.
• Proven experience in managing and leading remote customer service teams.
• Strong understanding of customer service principles, best practices, and technology (CRM systems, helpdesk software).
• Excellent leadership, communication, and interpersonal skills.
• Demonstrated ability to analyse data, identify trends, and implement data-driven improvements.
• Strong problem-solving and decision-making capabilities.
• Experience with budget management and performance forecasting.
• Ability to foster a positive and productive remote work environment.
• Proficiency in relevant software applications (e.g., Zendesk, Salesforce Service Cloud, Microsoft Office Suite).

• Leading, mentoring, and developing a remote team of customer service and helpdesk representatives.
• Establishing and enforcing service level agreements (SLAs) and key performance indicators (KPIs) to ensure high-quality support.
• Overseeing the daily operations of the helpdesk, including ticket management, issue resolution, and escalation processes.
• Developing and implementing customer service policies, procedures, and training programs.
• Utilising helpdesk software and CRM systems to track performance, identify trends, and generate reports.
• Gathering customer feedback and using insights to drive improvements in products and services.
• Collaborating with other departments, such as product development and sales, to address customer needs effectively.
• Managing the knowledge base and ensuring its content is up-to-date and easily accessible.
• Troubleshooting complex technical and service-related issues escalated by the team.
• Championing a customer-centric culture throughout the organisation.

Support Manager - Basingstoke
Permanent position - ASAP start!
Salary - between 28,598 - 31,022

Academics are recruiting on behalf of a secondary school in Basingstoke who are seeking an experienced Support Manager to join their support staff team. This is a full-time, term-time position working 39 weeks of the year/42.5 hours per week.

They are a secondary SEMH provision which caters for pupils from 10-16 years with social, emotional and mental health needs, and other complex needs such as Autism. Due to the needs of the students, class sizes are small so you are able to meet their individual learning and emotional needs.

The successful Support Manager will play an active role in managing the behaviour of students with Social, Emotional, Communication and Interaction Difficulties on a day to day basis.
You will support the Team Leader in implementing ongoing behavioural interventions and ensuring effective communication is maintained throughout the school.

As an experienced Support Manager you must have the skills to communicate complex information to staff, pupils and family members/carers in an empathetic and support way, which is often in a highly emotional/stressful environment.

You will be required to provide care, support, guidance, discipline and encouragement to all students, offering fairness, boundaries and overall being a positive role model. You must have knowledge of theoretical and practical knowledge of a range of behavioural interventions, procedures and practices - i.e. positive and negative reinforcement.

To be considered for the position you must:
Possess an NVQ level 3 or 4 or equivalent
Have experience of working with children or young people with challenging behaviour
Possess behavioural knowledge and behavioural implementation
Be a car driver
Come with classroom support experience
Behaviour management training/de-escalation technique training is desirable but not essential

If you would like to be considered for the permanent, full-time role of Support Manager in Basingstoke starting ASAP, please apply!

• Lead, manage, and support a team of community support staff.
• Develop, implement, and monitor effective support plans and programs.
• Ensure the delivery of high-quality care and services to clients.
• Manage staff rotas, training, and professional development.
• Build and maintain strong relationships with stakeholders and partner organizations.
• Oversee case management, ensuring client needs are met effectively.
• Manage budgets and resources efficiently.
• Ensure compliance with all relevant policies, procedures, and legislation.
• Respond to safeguarding concerns and manage risk appropriately.
• Promote a positive and inclusive team culture.

• Relevant qualification in Social Work, Community Development, Health & Social Care, or a related field (e.g., NVQ Level 4/5, Diploma).
• Significant experience in a supervisory or managerial role within the community and social care sector.
• Thorough understanding of safeguarding vulnerable adults and children.
• Excellent leadership, communication, and interpersonal skills.
• Strong organizational and problem-solving abilities.
• Knowledge of relevant legislation and policy frameworks.
• Ability to work independently and collaboratively.

• Oversee the day-to-day operations of community support services, ensuring high-quality care delivery.
• Manage, train, and support a team of community support workers, fostering a positive and collaborative team environment.
• Develop and implement individual support plans tailored to the needs of service users.
• Conduct regular assessments of service user needs and review the effectiveness of support plans.
• Liaise with families, external agencies, and healthcare professionals to ensure integrated care.
• Ensure compliance with all relevant regulations, policies, and procedures within the social care sector.
• Manage rotas, allocate resources effectively, and monitor service performance.
• Handle escalated concerns and complaints, resolving issues promptly and professionally.
• Contribute to the development and strategic planning of community support services.
• Maintain accurate records and documentation, ensuring confidentiality and data protection.

• Proven experience (4+ years) in a leadership or supervisory role within community or social care settings.
• Strong understanding of social care principles, safeguarding procedures, and relevant legislation.
• Experience in managing and developing a team.
• Excellent communication, interpersonal, and problem-solving skills.
• Proficiency in case management and record-keeping systems.
• Ability to balance remote coordination with on-site presence in **Portsmouth, Hampshire**.
• Relevant qualifications such as NVQ/QCF Level 3 or 4 in Health and Social Care, or equivalent.
• A genuine passion for supporting vulnerable individuals and making a positive difference in the community.
• Driving license may be required for on-site visits.