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For Companies At a Glance
- Tasks: Lead a team to deliver top-notch customer service and handle inquiries.
- Company: Established building services company with a focus on customer satisfaction.
- Benefits: Competitive salary, career progression, and supportive leadership.
- Why this job: Shape the future of customer service in a growing business.
- Qualifications: Experience in managing customer service teams and excellent communication skills.
- Other info: Dynamic role with opportunities for personal and professional growth.
The predicted salary is between 43200 - 72000 £ per year.
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 £60,000 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
Customer Service Manager in Cambridge employer: ARC (Norwich) Limited
Contact Detail:
ARC (Norwich) Limited Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Customer Service Manager in Cambridge
✨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! Research common questions for customer service management roles and practice your responses. We recommend using the STAR method (Situation, Task, Action, Result) to structure your answers and showcase your leadership skills effectively.
✨Tip Number 3
Showcase your people skills! During interviews, highlight your experience in managing teams and resolving customer complaints. Share specific examples of how you've motivated your team and improved customer satisfaction – this will set you apart from other candidates.
✨Tip Number 4
Don't forget to apply through our website! It’s the best way to ensure your application gets noticed. Plus, we love seeing candidates who take the initiative to connect with us directly. Good luck!
We think you need these skills to ace Customer Service Manager in Cambridge
Some tips for your application 🫡
Tailor Your CV: Make sure your CV reflects the skills and experience mentioned in the job description. Highlight your leadership abilities and any relevant customer service experience to show us you're the right fit for the role.
Craft a Compelling Cover Letter: Use your cover letter to tell us why you’re passionate about customer service and how your previous experiences have prepared you for this role. Be sure to mention your people management skills and how you can motivate a team.
Showcase Your Communication Skills: Since this role involves handling escalations and complaints, make sure your written application demonstrates your excellent communication skills. Use clear and concise language to convey your points effectively.
Apply Through Our Website: We encourage you to apply directly through our website. It’s the best way for us to receive your application and ensures you don’t miss out on any important updates regarding your application status.
How to prepare for a job interview at ARC (Norwich) Limited
✨Know Your Stuff
Before the interview, make sure you understand the company and its services. Familiarise yourself with their customer service approach and any recent news or projects. This will help you demonstrate your genuine interest and show that you're proactive.
✨Showcase Your Leadership Skills
As a Customer Service Manager, you'll need to lead a team effectively. Prepare examples of how you've motivated and developed teams in the past. Think about specific situations where you handled escalations or improved processes, as these will highlight your management style.
✨Practice Common Scenarios
Anticipate questions related to handling difficult customers or managing team performance. Practising your responses to these scenarios can help you articulate your thought process clearly during the interview, making you appear confident and capable.
✨Ask Insightful Questions
At the end of the interview, have a few thoughtful questions ready. Inquire about the company's goals for the customer service team or how they measure success. This shows that you're not just interested in the role, but also in contributing to the company's future.
