1327 Customer Service Representatives jobs in Southampton

Client Services Manager

Salary: 40,000 45,000

Location: Fleet

Hours: Full-time (40 hours per week)

We are seeking a commercially minded and hands-on Client Services Manager to lead a team supporting self-employed clients with their tax obligations. This role combines operational leadership, client relationship management, and a strong understanding of tax regulations to drive excellent service and commercial performance.

Key Responsibilities

Own and deliver key performance indicators including client retention, upsell rates, revenue per client, and overall team performance.

Foster a sales-focused, client-first culture within the service team.

Collaborate with other internal departments to ensure smooth client onboarding and seamless service delivery.

Contribute to wider business initiatives, including pricing strategy, commercial reporting, and process improvements.

Oversee the accurate and timely submission of client tax returns in compliance with HMRC legislation.

Drive continuous improvement in operational processes, team efficiency, and service delivery.

Provide regular reports and data analysis to support senior leadership decision-making.

Coach and develop team members, conducting regular 1:1s, setting clear goals, and addressing performance proactively.

Champion a collaborative and high-performing team culture with clear accountability.

Conduct internal audits of self-assessment returns to ensure accuracy and compliance.

Essential Skills

Minimum 2 years experience in an accounting or tax environment, including team management.

Strong understanding of UK tax legislation and self-assessment processes.

Demonstrated experience in a commercial, client-facing setting.

Confident leading teams in fast-paced, results-driven environments.

Strong coaching, communication, and problem-solving skills.

Highly organised with the ability to prioritise and meet deadlines.

Familiarity with KPIs, performance metrics, and upselling strategies.

Experience using Practice Management Software.

Benefits

25 days holiday +

Job Req ID: 50159

Closing date: 3rd September 2025

Function: Managed Service

Location: Southampton - to be in commutable distance to customer site in Swanwick 3 times per week

Clearance:  SC cleared or ability to meet the criteria for clearance

Why this job matters

As our Senior Client Services Manager you’ll sit in Business UK – Service function, within our Managed Service team.

We’ll see you already acting and/or experienced in a Senior Manager role.

You’ll be the gatekeeper of multiple managed service contracts servicing an Aviation client whereby you’ll be accountable for the end to end Service and Delivery of the entire contract agreement.

Aviation industry experience and CAA guidelines on networks is essential.

You’ll strategically shape BT's service and delivery strategies to meet customer goals and contractual SLAs. Being the accountable owner means building strong relationships both internally and externally, being the conduit and acting as the voice of the customer to our internal service and delivery teams.

People leadership is key, you’ll play a pivotal role in leading and motivating a team of 150 operational and functionalised colleagues delivering services to the customer. The team will be accountable directly for the contractual outcomes from the new KITE contract, existing legacy WAN estate, BAU operational KPIs and projects, plus continual service improvement and organisational management.  

This involves collaborating with internal and external stakeholders, including senior operational and delivery executives and C-suite executives at customer and partner organisations, to ensure alignment with BT's vision and customer requirements. The role focuses on driving operational excellence, resolving critical issues within the customer base, and fostering customer trust and alignment with business objectives, while also demonstrating strong leadership, communication, and analytical skills in managing complex accounts and driving customer outcomes.

You'll be required to undergo SC level Security Clearance. Therefore, being previously cleared is an advantage. Alternatively, we'll be looking for you to be eligible to meet the minimum clearance criteria; British National or UK Passport holder and UK residency for 5+ years, this clearance will be initiated by BT upon entry.

What you’ll be doing

• Strategic Leadership: Develop and execute BT's service and delivery strategy for the client, aligning with customer goals and collaborating with senior management to set overall client services strategy. Coach and mentor operational and technical management teams within the customer base.
• Operational Excellence and Escalation Management: Oversee the operational aspects of service delivery within the vertical, empowering the team to manage escalations, and ensuring prompt resolution of issues while maintaining alignment with service level agreements (SLAs).
• Team Leadership and Development: Lead and motivate a team of leaders and line managers supporting the service outcomes, fostering a culture of excellence, collaboration, and continuous improvement, while ensuring the development and alignment of team members to drive customer-centric outcomes.
• Strategic Planning and Innovation: Innovate and develop new ways to achieve high levels of customer loyalty and satisfaction within the customer base, driving continuous improvement and transformation plans to meet evolving customer needs.
• Financial Management and Accountability: Manage the financial aspects of service delivery within the vertical, including cost-to-serve analysis, budget allocation, and accountability for revenue targets and cost reduction initiatives.
• Stakeholder Engagement and Communication: Effectively communicate and present at an executive level with gravitas and confidence, both internally with BT's front office and delivery teams, and externally with customers and partner organizations, ensuring alignment of vision, objectives, and outcomes.
• Lead processes aligned with the group including change management, service governance and assurance, risk and data management.
• Operate as an SME within own field of expertise, managing commercial and operational aspects of bids on managed service opportunities from new and existing customers, proposing potential ideas for service and ensuring that the customer service expectations can be met.
• Lead consistency with security and compliance policies and procedures within service/solution operation scope, ensuring compliance to internal and external regulations.
• Lead the implementation of continuous improvement opportunities to improve the service management team processes, such as first-time fix rates through better process, technology and management.

Skills you'll have

• Leadership: Demonstrated ability to lead and motivate a large team effectively, fostering a culture of customer excellence, collaboration, and continuous improvement.
• Communication: Exceptional communication skills, with the ability to communicate effectively at all levels, from C-suite executives to mid-management, both internally within BT and externally with customers and partners.
• Strategic Thinking: Strong strategic thinking and planning abilities, with the capability to develop and execute BT's service and delivery strategy for the designated vertical, aligning with customer goals and business objectives.
• Relationship Management: Excellent relationship-building skills, with the capacity to cultivate and maintain strong relationships with customers, partners, and internal stakeholders, ensuring alignment of vision and objectives.
• Problem-Solving: Advanced problem-solving skills, including the ability to analyze complex situations, identify root causes of issues, and develop effective solutions to address them promptly and efficiently.
• Financial Acumen: Strong financial acumen, with the capability to manage the financial aspects of service delivery within the vertical, including cost-to-serve analysis, budget allocation, and accountability for revenue targets and cost reduction initiatives. Managing customer base with revenue £20M+
• Sales Enablement: Experience in providing input into sales business development strategies, shaping sales opportunities to align with customer requirements and solving their business problems effectively.
• Strategic Planning and Innovation : Proven ability to innovate and develop new approaches to achieve high levels of customer loyalty and satisfaction within the vertical, driving continuous improvement and transformational plans to meet evolving customer needs

Experience you'll have

Must have

• Experience operating at Senior Manager with senior stakeholder engagement (internal and external) Senior Managers, Directors and up to CIO at times.  
• Extensive understanding of the aviation industry and CAA guidelines on Networks.
• Strong track record of matrix management and customer relationship management.
• Extensive experience within a Service or Delivery organisation.

Nice to have

• ITIL 4 Certification: Certification in ITIL 4 Foundation is essential, demonstrating a solid understanding of IT service management principles.
• Project Management Experience: Experience with project management methodologies and techniques such as PMP, Prince 2, or Agile is preferred, indicating proficiency in managing complex projects and initiatives.
• Quality Improvement Methodologies: Familiarity with quality improvement methodologies such as Six Sigma or Lean is advantageous, showcasing the ability to drive efficiency and effectiveness in service delivery processes.
• Customer Experience Metrics: Experience with customer experience metrics such as Net Promoter Score (NPS) and other customer satisfaction measures is beneficial, demonstrating 

What's in it for you

•   On target bonus - up to 15%

•    25 days annual leave (not including

Poole 1-2 days a week on site (hybrid)

Our client is looking for a Customer Support Engineer, this is a fantastic opportunity for someone passionate about solving technical challenges and delivering outstanding customer service.

Our client is a market leader in customer experience technology and this role offers strong career development, predominately remote working with 1 or 2 days in the office and the chance to work with some of the most innovative tools in the industry.

Customer Support Engineer

Up to £28,000 per annum + benefits

The Role:

• Act as the first line of support for customer incidents, problems, and service requests.
li>Diagnose and troubleshoot technical issues, working across customer environments.
• Collaborate with internal resolver teams and escalate where needed to meet SLAs and KPIs.
• Provide an exceptional support experience via email, phone, and remote sessions.
• Mentor customers and help them better understand and manage their own systems.
• Deploy hotfixes, perform system upgrades, and support software rollouts.
• Maintain accurate records in the service management system.
• Participate in an on-call rota for out-of-hours support and occasional overtime for planned updates.

Experience & Skills:

• Strong technical troubleshooting experience especially within application support or similar roles.
• Confident supporting unified communications or contact centre platforms .
• Hands-on experience with Windows Server administration .
• Familiarity with telephony troubleshooting , networks, and endpoint diagnostics.
• Continuous residency in the UK for 3 or more years.

Desirable:

• A background supporting a proprietary software application.
• Experience working with unified communications solutions.
• Familiar with executing common administrative tasks on Microsoft Windows Server.
• Experienced in diagnosing telephony issues between networked endpoints.
• Role involving troubleshooting problems in collaboration with customers, B2B service desks and MSPs.

If this Customer Support Engineer role would be of interest please contact (url removed) for more information

Spectrum IT Recruitment (South) Limited is acting as an Employment Agency in relation to this vacancy.

Looking for a Career That Feels Meaningful?

Do you want more than just a job?

Do you want to wake up knowing your work actually matters.

Imagine being part of an industry that's quietly powering the world - right now.

Data centres are the backbone of AI, cloud computing, social media and everything digital. They are where the future is being built and they need people like you to keep growing.

We specialise in recruiting talent for the Data Centre Sector and are looking for Recruitment Consultants to join our team and play a key role in shaping the future of this industry.

Is Recruitment The Career For You?

We don't care what experience you have got.

It's about who you are.

You might have worked in recruitment, or you might never have even thought about it until now. What matters is your mindset and attitude. Skills can be learned but your mindset is what is important to us and what sets apart the most successful people from the rest.

• Do you thrive when you're challenged?
• Do you back yourself to figure things out, even if you don't know the answer straight away?
• Do you want to grow, push your potential, and build something you're proud of?

If so then you could be who we are looking for.

Whether you've worked in sales, hospitality, real estate, customer service, or something completely different - if you're good with people, resilient, and driven, we can teach you the rest.

What You'll Be Doing

You will connect talented people with the companies building tomorrow's digital world.

You'll learn an industry that's growing globally, with opportunities to work across Europe, the US, and Asia.

You'll build long-term relationships and become an expert in a sector that's only going one way - up.

What You'll Need

Confidence to have real conversations with people

The drive to learn and grow quickly

The resilience to keep going when it gets hard

A genuine interest in talking to people

What You'll Get

A clear career path based on your effort and results

Uncapped earnings - your success decides your pay

Supportive training and development to build your skills

A great culture

Why This Matters

In 10 years, AI and digital infrastructure will have transformed the way we live and work.

When you look back, you can say:

"I was part of that."

Looking for a Career That Feels Meaningful?

Do you want more than just a job?

Do you want to wake up knowing your work actually matters.

Imagine being part of an industry that's quietly powering the world - right now.

Data centres are the backbone of AI, cloud computing, social media and everything digital. They are where the future is being built and they need people like you to keep growing.

We specialise in recruiting talent for the Data Centre Sector and are looking for Recruitment Consultants to join our team and play a key role in shaping the future of this industry.

Is Recruitment The Career For You?

We don't care what experience you have got.

It's about who you are.

You might have worked in recruitment, or you might never have even thought about it until now. What matters is your mindset and attitude. Skills can be learned but your mindset is what is important to us and what sets apart the most successful people from the rest.

• Do you thrive when you're challenged?
• Do you back yourself to figure things out, even if you don't know the answer straight away?
• Do you want to grow, push your potential, and build something you're proud of?

If so then you could be who we are looking for.

Whether you've worked in sales, hospitality, real estate, customer service, or something completely different - if you're good with people, resilient, and driven, we can teach you the rest.

What You'll Be Doing

You will connect talented people with the companies building tomorrow's digital world.

You'll learn an industry that's growing globally, with opportunities to work across Europe, the US, and Asia.

You'll build long-term relationships and become an expert in a sector that's only going one way - up.

What You'll Need

Confidence to have real conversations with people

The drive to learn and grow quickly

The resilience to keep going when it gets hard

A genuine interest in talking to people

What You'll Get

A clear career path based on your effort and results

Uncapped earnings - your success decides your pay

Supportive training and development to build your skills

A great culture

Why This Matters

In 10 years, AI and digital infrastructure will have transformed the way we live and work.

When you look back, you can say:

"I was part of that."

• Respond to customer inquiries via phone, email, and live chat in a professional and timely manner.
• Troubleshoot and resolve customer issues, escalating complex problems when necessary.
• Provide product information and guidance to customers.
• Maintain accurate records of customer interactions and transactions.
• Identify and report trends in customer inquiries to improve service and product offerings.
• Assist customers with

• Handle inbound customer inquiries via phone, email, and chat.
• Provide accurate information regarding products, services, and policies.
• Troubleshoot and resolve customer issues promptly and effectively.
• Process orders, returns, and exchanges according to company procedures.
• Escalate complex issues to appropriate departments when necessary.
• Maintain customer records and document interactions accurately in the CRM system.
• Identify opportunities to improve the customer experience.
• Collaborate with team members to achieve departmental goals.

• Previous experience in a customer service or helpdesk role.
• Excellent communication and interpersonal skills.
• Strong problem-solving abilities.
• Proficiency in using CRM software and helpdesk tools.
• Ability to work independently and as part of a team.
• High school diploma or equivalent; college degree preferred.

• Respond to customer inquiries via phone, email, and live chat in a timely and professional manner.
• Troubleshoot and resolve customer issues, escalating complex problems when necessary.
• Provide product information and technical support to customers.
• Document all customer interactions and resolutions in the CRM system.
• Identify and report trends in customer inquiries to improve products and services.
• Educate customers on product features and best practices.
• Handle customer complaints with empathy and professionalism, aiming for first-contact resolution.
• Maintain a high level of product knowledge.
• Collaborate with other departments to ensure a seamless customer experience.
• Contribute to the development of knowledge base articles and FAQs.
• Achieve key performance indicators (KPIs) for customer satisfaction and response times.

• Respond to customer inquiries via phone, email, and chat in a timely manner.
• Troubleshoot and resolve customer issues and technical problems.
• Provide information about products and services.
• Guide customers through product usage and features.
• Process customer orders and manage