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- Tasks: Lead a dynamic team to deliver exceptional customer support and improve service levels daily.
- Company: Join a fast-paced, customer-centric business focused on service excellence and team growth.
- Benefits: Enjoy opportunities for professional development, a collaborative environment, and potential remote work options.
- Why this job: Make a real impact by driving service improvements and developing future leaders in customer service.
- Qualifications: Proven leadership in customer service, experience managing teams, and a passion for coaching others.
- Other info: Submit your CV and a covering letter to enhance your chances of selection.
The predicted salary is between 28800 - 43200 £ per year.
Customer Service Manager A fast-paced, customer-centric technology business is seeking a Customer Service Manager (CSM) to lead its Customer Support & Service Desk operations. The role involves managing a large team (40+ people) across customer care and technical support, ensuring service excellence, rapid resolution, and team development. You\’ll be accountable for delivering exceptional customer experience, meeting service levels, and fostering a high-performing, collaborative team environment. The successful candidate will be a hands-on leader, passionate about team development, particularly in coaching and mentoring younger or early-career team members. Key Responsibilities Lead and manage a support operation of 40+ people, across multiple support functions. Oversee daily service desk performance, ticket triage, escalations, and SLA adherence. Coach and develop junior staff and early-career professionals to build capability and confidence. Support Team Leaders in performance management, quality auditing, and 1-2-1 coaching. Act as escalation point for major incidents and customer complaints. Own and report on team KPIs and service metrics to the Senior Management Team. Maintain ISO/GDPR compliance, CRM accuracy, and internal process adherence. Champion continuous improvement and service innovation across people, processes, and tools. Key Skills & Experience Strong experience managing a large, multi-functional customer support team (40+). Proven leadership in a service desk or technical support environment. Passion for developing people – especially mentoring younger team members. Skilled in SLA/KPI management, reporting, and quality assurance. Exceptional communication, organisation, and problem-solving abilities. Knowledge of telecoms, broadband or tech support is beneficial. Experience working within ISO and GDPR-compliant environments.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
Customer Service Manager employer: ACS Business Performance Ltd
Contact Detail:
ACS Business Performance Ltd Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Customer Service Manager
✨Tip Number 1
Familiarise yourself with the latest trends in customer service technology, especially AI tools. Being able to discuss how you can implement these technologies to improve efficiency will set you apart during interviews.
✨Tip Number 2
Prepare specific examples of how you've successfully managed teams and improved service delivery in previous roles. Use metrics and KPIs to demonstrate your impact, as this will resonate well with the hiring team.
✨Tip Number 3
Showcase your passion for developing others by preparing a brief outline of training programmes or coaching methods you've used in the past. This will highlight your commitment to team growth and performance.
✨Tip Number 4
Research StudySmarter's customer service philosophy and values. Tailoring your conversation to align with our mission will demonstrate your genuine interest in the role and the company culture.
We think you need these skills to ace Customer Service Manager
Some tips for your application 🫡
Tailor Your CV: Make sure your CV highlights your leadership experience in customer service or service desk environments. Include specific examples of how you've managed teams, improved service delivery, and met KPIs.
Craft a Compelling Cover Letter: In your cover letter, outline your relevant experience as a Customer Service Manager. Emphasise your passion for developing people and your ability to drive efficiency through technology. This personal touch can significantly enhance your application.
Showcase Your Achievements: When detailing your experience, focus on quantifiable achievements. Mention how you improved service levels, reduced ticket volumes, or enhanced customer satisfaction scores. Use data to back up your claims.
Highlight Communication Skills: Since the role requires strong communication skills, ensure you demonstrate this in your application. Provide examples of how you've trained junior staff or handled diverse customer interactions effectively.
How to prepare for a job interview at ACS Business Performance Ltd
✨Showcase Your Leadership Skills
As a Customer Service Manager, you'll need to demonstrate your leadership abilities. Prepare examples of how you've successfully managed teams in the past, focusing on coaching and developing team members to improve service delivery.
✨Know Your KPIs
Familiarise yourself with key performance indicators relevant to customer service. Be ready to discuss how you've tracked and reported on these metrics in previous roles, and how you can apply this knowledge to meet SLAs effectively.
✨Emphasise Your Passion for Development
Highlight your commitment to developing others, especially in professional communication. Share specific instances where you've trained junior staff to handle diverse customer interactions, showcasing your ability to enhance team performance.
✨Be Proactive and Analytical
Prepare to discuss how you've identified improvement opportunities in past roles. Bring data-driven insights to the table, demonstrating your analytical skills and how they can contribute to driving efficiency and enhancing the customer experience.
