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- Tasks: Lead a team of customer service coordinators and manage inbound enquiries.
- Company: Established building services company with a focus on customer experience.
- Benefits: Competitive salary, supportive leadership, and opportunities for career progression.
- Why this job: Shape the customer service function and make a real impact in a growing business.
- Qualifications: Experience in managing customer service teams and excellent communication skills.
- Other info: Dynamic role with potential for long-term career 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.
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 Duxford employer: ARC (Norwich) Ltd
Contact Detail:
ARC (Norwich) Ltd Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Customer Service Manager in Duxford
✨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 want you to showcase your leadership skills and how you handle escalations with confidence.
✨Tip Number 3
Show off your people skills! During interviews, share examples of how you've motivated and developed your team in previous roles. Highlighting your coaching abilities will make you stand out as a candidate who can lead effectively.
✨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 to join our team, so make sure you get your name in the mix!
We think you need these skills to ace Customer Service Manager in Duxford
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 how your leadership style can motivate a team. Don’t forget to mention why you’re excited about this specific role at our company.
Showcase Relevant Experience: Even if you don’t have direct experience in building services, emphasise your strong customer service background. Share examples of how you've successfully managed escalations and improved processes in previous roles.
Apply Through Our Website: We encourage you to apply through our website for a smoother application 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 (Norwich) Ltd
✨Know Your Customer Service Stuff
Brush up on your customer service principles and best practices. Be ready to discuss how you’ve handled difficult situations in the past, especially escalations. This role is all about leading a team, so think of examples that showcase your leadership skills.
✨Familiarise Yourself with the Company
Do a bit of homework on the building services company you're interviewing with. Understand their values, services, and any recent news. This will help you tailor your answers and show that you’re genuinely interested in the role and the company.
✨Prepare for Team Management Questions
Since you'll be managing a team of five, expect questions about team dynamics and performance management. Think of specific instances where you motivated a team or improved processes. Be ready to share your coaching style and how you handle team challenges.
✨Show Off Your Organisational Skills
This role requires strong organisational abilities, so be prepared to discuss how you manage competing priorities. Share examples of how you've successfully juggled multiple tasks or projects while maintaining high customer service standards.
