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- Tasks: Lead a dynamic team to deliver top-notch customer service and manage inbound enquiries.
- Company: Established building services company with a focus on customer satisfaction.
- Benefits: Competitive salary up to GBP60,000, career progression, and supportive leadership.
- Why this job: Shape the future of customer service in a growing business and make a real impact.
- Qualifications: Experience in managing customer service teams and excellent communication skills.
- Other info: Fast-paced environment with opportunities for personal and professional growth.
The predicted salary is between 36000 - 60000 £ per year.
Inbound Customer Service Manager salary up to GBP60,000 DOE. Location: Cambridge. Sector: Building Services (Domestic & Commercial). Important: Unfortunately, our client is unable to offer visa sponsorship for this role. Only candidates with the existing right to work in the UK should apply.
We are recruiting on behalf of a well-established building services company seeking an experienced Inbound Customer Service Manager to lead their customer contact function. This role will manage a team of five customer service coordinators, handling inbound customer enquiries via phone and written channels. The successful candidate will play a key role in delivering a high-quality customer experience while working closely with operational teams across plumbing, electrical, air conditioning and general building services. Sector relevant experience is not essential.
The Role
Reporting directly to the Managing Director, the Inbound Customer Service Manager will be responsible for the day-to-day performance of the inbound customer service team, ensuring service levels, response times and customer satisfaction targets are consistently met. This is a hands-on management role suited to someone with strong people leadership skills and experience in inbound service environments.
Key Responsibilities
- Lead, manage and motivate a team of 5 inbound customer service coordinators
- Oversee all inbound enquiries (telephone, email and written correspondence)
- Act as the escalation point for complex customer queries and complaints
- Ensure clear communication with customers regarding job progress, scheduling and outcomes
- Liaise closely with engineering and operational teams to ensure efficient service delivery
- Monitor workloads, scheduling and service requests to meet customer expectations
- Recruit, onboard and train new team members as required
- Conduct regular performance reviews, coaching sessions and team meetings
- Review work orders, invoices and time reports for accuracy and billing support
- Identify and implement improvements to customer service processes and workflows
- Attend senior management meetings and provide service performance updates
Candidate Profile
- Proven experience managing an inbound customer service or contact centre team
- Strong customer service background within a fast-paced, service-led environment
- Excellent communication skills with confidence handling escalations and complaints
- A people-focused manager who can coach, motivate and develop a team
- Highly organised with strong attention to detail and ability to manage competing priorities
- Comfortable using CRM, scheduling or job management systems
- Competent with MS Office (Word, Excel, Outlook)
- Experience within building services, trades, facilities management or similar sectors is advantageous but not essential
- Able to work under pressure and manage customer expectations effectively
What’s on Offer
- Salary up to GBP60,000 depending on experience
- Senior, visible role within a growing and well-established business
- Opportunity to shape and improve the customer service function
- Supportive leadership team and long-term career progression
If you would like to know more, get in touch with Harry Severn at ARC.
Customer Service Manager employer: ARC Group
Contact Detail:
ARC Group Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Customer Service Manager
✨Tip Number 1
Network like a pro! Reach out to your connections in the building services sector and let them know you're on the hunt for a Customer Service Manager role. You never know who might have the inside scoop on job openings or can put in a good word for you.
✨Tip Number 2
Prepare for those interviews by practising common questions related to customer service management. Think about how you would handle escalations or improve team performance. We want you to shine when it’s your turn to impress!
✨Tip Number 3
Showcase your leadership skills! When you get the chance, share examples of how you've motivated teams or improved customer satisfaction in previous roles. This is your moment to demonstrate that you’re the perfect fit for leading a team of customer service coordinators.
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure your application gets noticed. Plus, we’re always looking for passionate individuals who can bring their A-game to our customer service team.
We think you need these skills to ace Customer Service Manager
Some tips for your application 🫡
Tailor Your CV: Make sure your CV speaks directly to the role of Inbound Customer Service Manager. Highlight your experience in managing teams and handling customer queries, as well as any relevant skills that match the job description.
Craft a Compelling Cover Letter: Your cover letter is your chance to shine! Use it to showcase your passion for customer service and leadership. Mention specific examples of how you've improved customer satisfaction or led a team successfully.
Showcase Your Communication Skills: Since this role involves a lot of communication, make sure your application reflects your ability to convey information clearly. Use concise language and check for any typos or errors before submitting.
Apply Through Our Website: We encourage you to apply through our website for a smoother process. It helps us keep track of your application and ensures you don’t miss out on any important updates!
How to prepare for a job interview at ARC Group
✨Know Your Customer Service Stuff
Make sure you brush up on your customer service principles and practices. Understand the key responsibilities of the Inbound Customer Service Manager role, especially around managing a team and handling escalations. This will show that you're not just interested in the job, but that you genuinely understand what it entails.
✨Showcase Your Leadership Skills
Prepare examples of how you've successfully led and motivated teams in the past. Think about specific situations where you’ve improved team performance or resolved conflicts. This is crucial since the role involves managing a team of five coordinators, and they’ll want to see your people skills in action.
✨Familiarise Yourself with the Company
Do some homework on the building services company you're interviewing with. Understand their values, mission, and any recent news or projects. This will help you tailor your answers and demonstrate that you’re genuinely interested in being part of their team.
✨Prepare for Scenario Questions
Expect to be asked how you would handle specific customer service scenarios, especially complex queries or complaints. Think through your approach to problem-solving and how you would ensure customer satisfaction while managing your team's workload. Practising these responses can give you a real edge in the interview.
