What Jobs are available for Customer Service Manager in Solihull?

Real Personnel are recruiting for an experienced Customer Service Manager to work for one of the UKs leading Gas and Electricity Companies.

The role is a permanent position direct with the employer.

You will be working in a large prestigious contact centre in the B37 area of Birmingham.

You must have previous contact centre team managment experience as you will be overseeing 4 x Team Leaders.

The salary for the role is between 45-50K.

Key Responsibilities

• Leadership & Team Management

  • Lead, coach, and develop a team of customer service advisors to deliver outstanding service across all channels (inbound/outbound calls, email, live chat).

  • Conduct regular 1:1s, team meetings, and performance reviews to ensure personal and professional development.

  • Foster a positive and inclusive team culture that promotes engagement, accountability, and continuous improvement.

• Performance Management

  • Monitor key metrics including call quality, first contact resolution, average handling time, and customer satisfaction scores (CSAT/NPS).

  • Identify performance trends and implement improvement plans to enhance service delivery.

  • Ensure compliance with regulatory requirements (Ofgem standards, data protection, health & safety).

• Customer Experience

  • Champion a customer-first approach, resolving escalated complaints and ensuring swift and fair resolutions.

  • Collaborate with other departments (billing, metering, field services) to ensure end-to-end issue resolution.

  • Use customer feedback to identify process improvements and enhance the customer journey.

• Operational Excellence

  • Manage daily operations to meet SLAs and KPIs.

  • Support workforce planning and scheduling to maintain adequate coverage.

• Build relationships with customers ensuring a fantastic level of customer service at all times
• Inbound and outbound calls to deal with customer enquiries, responding to customer enquiries or problems within acceptable timescales, working to agreed service levels.
• Identify sales or business opportunities and work with the wider sales team to increase revenue
• Communicate regularly with other business areas to ensure mutual understanding of objectives and outcomes.
• Administrative support to other team members and sales function, including quotes/ price guides and reporting.
• To assist with complaint investigation and handling, ensuring customers are kept informed and internal systems kept up to date

• Experience in a customer service or sales role and directly dealing with customers.
• Excellent written communication skills - ability to communicate with customers on email.
• Experience using a CRM system
• Strong organisational skills
• Attention to detail.
• Ability to problem solve.

• Salary of £26,500
• Opportunity to earn an additional 3k in bonus a year
• Hybrid working opportunity after probation
• 25 days + BH
• 2 wellness days per year
• Enhanced parental leave
• Wellness programs/ Employee Assistance programme
• Birthday treats
• Company incentives - e.g. £50 eat out vouchers
• Quarterly team nights out
• Opt-in for private medical after probation

Citrus Recruit are currently recruiting for an experienced Customer Service Executive for our fleet management client based just outside of Solihull.
 
You will be joining a small customer services team who work alongside the sales team and playing a pivotal role in delivering exceptional customer experiences for customers. 
 
You will be the main point of contact for any inbound enquiries but also taking the customer through the onboarding journey. Your responsibilities will include a wide range of tasks, primarily focused on addressing customer needs.
 
These tasks include responding to inbound calls and emails, addressing customer enquiries and providing support in managing complaints.
 
Your role will involve direct interaction with customers, taking ownership of their queries until resolution and ensuring transparent communication throughout.
 
We are looking for someone with experience in a direct customer facing role either in a customer service or business development function. If you have fleet/ car leasing experience it would be advantageous but not essential!
 
The hours of work are:
Week 1= 8.30 - 4.30  Week 2 = 10-6
Saturday =1 in every 3 = 9 -12
 
Responsibilities & day to day duties

• Build relationships with customers ensuring a fantastic level of customer service at all times
• Inbound and outbound calls to deal with customer enquiries, responding to customer enquiries or problems within acceptable timescales, working to agreed service levels.
• Identify sales or business opportunities and work with the wider sales team to increase revenue
• Communicate regularly with other business areas to ensure mutual understanding of objectives and outcomes.
• Administrative support to other team members and sales function, including quotes/ price guides and reporting.
• To assist with complaint investigation and handling, ensuring customers are kept informed and internal systems kept up to date

 
Skills & experience required

• Experience in a customer service or sales role and directly dealing with customers.
• Excellent written communication skills - ability to communicate with customers on email.
• Experience using a CRM system
• Strong organisational skills
• Attention to detail.
• Ability to problem solve.

 
Benefits package

• Salary of £26,500
• Opportunity to earn an additional 3k in bonus a year
• Hybrid working opportunity after probation
• 25 days + BH
• 2 wellness days per year
• Enhanced parental leave
• Wellness programs/ Employee Assistance programme
• Birthday treats
• Company incentives - e.g. £50 eat out vouchers
• Quarterly team nights out
• Opt-in for private medical after probation

 
If you feel like this is a team you would like to be a part of, please click apply today.
 
Citrus Recruit acts as an employment business when introducing candidates for permanent employment with a client. We take pride in being an equal opportunity employer that celebrates diversity. Our commitment to inclusion means that we seek out the best candidates for every role, regardless of their gender, age, race, sexual orientation, disability, religion, or any other protected characteristic.
 
While we make every effort to reach out to all candidates. If you don't receive a response within 10 days of applying, please understand that your application has not progressed on this occasion. Please review our website for further and upcoming opportunities.

Up to £55,000 + Benefits | Leadership | Customer Excellence | Process Improvement

Are you a straight-talking, people-focused leader who thrives in a fast-paced, customer-driven environment?
Do you take pride in running a motivated team and love turning good service into exceptional service?

If so, this could be the perfect opportunity for you.

We’re partnering with a respected manufacturer and distributor within the electrical and industrial supply sector .
They’re a well-established organisation with around 60 employees , known for high standards, a no-nonsense culture, and a commitment to customer satisfaction.

As Customer Services Manager , you’ll lead a team of eight across sales administration and internal sales , ensuring the department delivers a best-in-class experience for every customer.

You’ll review and enhance processes and SOPs , introduce data-led KPIs , and create an environment where customer excellence, ownership, and accountability come naturally.

Leading and developing a team of 8 across customer service and internal sales

Reviewing and improving customer service processes and SOPs

Creating and tracking meaningful KPI frameworks to drive performance

Ensuring customers receive consistent, efficient, high-quality service

Working closely with sales, marketing, and operations to improve communication and results

Using data and insight to identify trends, successes, and areas for improvement

Proven leadership within customer service, internal sales, or sales administration

Background in electrical wholesale, distribution, or building products preferred

Data-driven mindset – confident creating and analysing reports to drive performance

Straight but fair management style – credible, hands-on, and accountable

Excellent communication, organisational, and problem-solving skills

Someone who values structure, clarity, and high standards

Real autonomy to shape how customer service operates

Visible, senior role with direct impact on business performance

Supportive leadership team that values results over politics

Clear development and growth potential as the company expands

Location: Office-based in the West Midlands (commutable from Wednesbury, Dudley, Walsall, Wolverhampton, Birmingham)
Salary: Up to £55,000 + benefits
Interview Process: 2 stages

To discuss the role:
Craig McDonald –

• 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 and manage the customer service team.
• Develop and implement customer service strategies and policies.
• Monitor and analyze customer service performance metrics.
• Ensure high levels of customer satisfaction and loyalty.
• Handle escalated customer issues and complaints.
• Train and mentor customer service representatives.
• Identify areas for service improvement and implement solutions.
• Manage customer service budgets and resources.
• Collaborate with other departments to ensure seamless customer experience.
• Utilize CRM systems for effective customer management and reporting.

• Extensive experience in a customer service management role.
• Proven track record of improving customer satisfaction and retention.
• Strong leadership and team-building skills.
• Excellent communication, interpersonal, and problem-solving abilities.
• Proficiency in CRM software and customer service technologies.
• Experience in managing multiple customer service channels.
• Bachelor's degree in Business, Communications, or a related field.
• Ability to adapt to a hybrid work environment.

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.

BT Customer Service Advisor

Location: Three Snowhill, Snowhill Queensway, Birmingham, B4 6GA

Pay Rates: £13.42 to £31.27 per hour, depending on working hours.

Hours: 37.5

Shift Pattern Options:

Option 1: A four-week, rotating rota. Offering working hours between 6:00 to 17:00 for two weeks and then 12:00 to 23:00 for two weeks. You will have some weekend rest days.

Option 2: A four-week, rotating rota. Offering working hours between 8:00 to 19:00 for two weeks and then 12:00 to 23:00 for two weeks. You will have some weekend rest days.

Training will be full-time, and hours will fall between days and evenings.

Please note: No holiday/day off requests will be approved during the first 6 weeks of start date (100% attendance required for training period)

Contract: Temporary to Permanent opportunities

Start Date: 01/12/2025

Join the UK's biggest telecoms provider, who are specialists in providing Industry leading expertise backed by innovative technology and who provide comprehensive training.

The calls we receive come out of the most extraordinary circumstances, so we've built a team to match. Our people have been specially selected and trained, and we think they are the most knowledgeable and skilled Customer Service Representatives in the industry.

This is a Safety Critical role and you'll be the first contact for anyone calling 999, this will include calls for the Police, Ambulance, Fire Rescue, Coast Guard, Mountain Rescue. BT have been trusted to handle 999 calls for over 85 years. That experience means we're capable of remaining calm, confident and provide a reliable service in the most high-pressure situations. All Contact Centre Advisors are UK based to provide a reliable service no matter what. They're all powered by BT's trusted technology too.

As a Customer Service Advisor your role is to quickly gain an understanding of the nature of the call and direct them to the most appropriate emergency services. This is not your everyday call handler role, as you will be supporting individuals in their most critical time of need, as you balance challenging and emotional situations. Your average call will last between 30 -60 seconds and you will follow structured process while communicating to the caller in a clear and calm manner. If you are the type of person who has a genuine desire to help people and make a difference, then this role is ultimately very rewarding.

As a 999 Call Handler you will demonstrate:

* Successful Communication and Active Listening skills

* Critical thinking whilst working under pressure, to empathetically support others

* A caring nature to support individuals in their most critical time of need

* Emotional Intelligence and Heightened Self & Social Awareness

* Good standards of literacy, IT & typing skills with a diligent nature

Training & Development

You'll receive full training and continuous support from experienced trainers, team leaders, and colleagues. Within six months, you will also be upskilled to support Relay UK services.

What is Relay UK?

Relay UK is a free service that enables deaf, hard of hearing, and speech-impaired individuals to communicate over the phone with the help of a relay assistant who relays the conversation between the caller and the person they are calling. You'll be trained to handle a variety of emergency scenarios, but within this service it's your typing performance that ensures no detail is missed when it matters most.

Rewards & Benefits:

* Attractive pay rates,

* Overtime opportunities

* Career progression

* Full paid training

* Instant access to Blue Arrow training portal

* Auto enrolment in pension scheme

* 28 days paid holiday

Application Process

Our recruitment process is designed to be straightforward and supportive:

1.Online Typing Test & Interview - Showcase your experience, capabilities and career goals

2.Client Typing Test & Interview - Meet with hiring managers to discuss your fit for the role

3.Pre-Employment Checks - Includes a Basic DBS and reference checks

Ready to Make a Real Difference?

If you're looking for a meaningful role where every shift ends with the knowledge that you've helped someone in need, apply today and become part of a team that truly matters.

Blue Arrow is proud to be a Disability Confident Employer and is committed to helping find great work opportunities for great people.