At a Glance
- Tasks: Lead and develop a team of Area Managers to deliver exceptional cleaning services.
- Company: Join Carroll Cleaning, a company dedicated to excellence and teamwork.
- Benefits: Competitive salary, company car, generous holiday, and health cover.
- Other info: Opportunity for career growth in a supportive and dynamic environment.
- Why this job: Make a real impact by developing people and improving client relationships.
- Qualifications: Experience in managing teams and strong communication skills required.
Customer Service Manager Join Carroll Cleaning and help us deliver excellence in everything we do.
Carroll Cleaning is looking for an experienced and motivated Customer Service Manager to join our growing Customer Services team.
This is a key leadership role within the business, responsible for leading, supporting and developing a team of Area Managers who oversee the delivery of cleaning services across a wide range of contracts and client sites.
We are looking for someone who is confident leading people, enjoys being out in the field, is commercially aware and takes pride in delivering high standards of customer service.
You will play an important role in ensuring our teams have the support, direction and accountability they need to deliver excellent service to our clients.
- What you will be responsible for Leading & developing our Area Managers
- Lead, motivate and support a team of Area Managers across multiple regions, providing clear direction, regular support and constructive feedback.
- Hold regular one-to-ones, performance reviews and field visits, while identifying development needs and providing coaching and support.
- Build a culture of accountability, professionalism and service excellence, supporting Area Managers with challenging situations and complex operational issues.
- Operational excellence
- Monitor service delivery standards across contracts, reviewing audits, KPIs, customer feedback and operational reports.
- Identify areas for improvement and ensure action is taken to resolve service failures, operational risks and client escalations.
- Ensure company standards and procedures are consistently followed. Client relationships
- Develop strong and professional relationships with key clients and stakeholders, attending client review meetings and site visits where required.
- Support the team with client escalations and complex issues, ensuring client needs are understood and acted upon.
- Play a key role during contract mobilisations, renewals and periods of change. Recruitment, training & development
- Support recruitment and resource planning across the Area Manager team, ensuring appropriate staffing levels are maintained.
- Support the development and progression of Area Managers and future leaders, ensuring onboarding and training standards are consistently delivered.
- Monitor compliance with Health & Safety, COSHH and company procedures, and lead or support investigations relating to serious incidents, conduct and H&S concerns.
- Commercial & financial management
- Support Area Managers with budget management, including labour hours, stores and overtime, reviewing financial performance and identifying inefficiencies or overspend.
- Work closely with the Customer Services Director on budgets, forecasts and commercial reporting, ensuring operational decisions are commercially responsible.
- What we are looking for
- Strong people management and leadership skills, with experience managing remote and field-based teams.
- Excellent communication and relationship-building skills, with confidence handling difficult conversations and complex situations.
- Commercial awareness and an understanding of contract performance, KPIs and financial management.
- Strong organisational, analytical and problem-solving skills, with the ability to turn performance information into action.
- Resilience, self-motivation and the ability to work independently.
- Confidence using Excel, Outlook and operational/audit systems.
- A strong commitment to delivering high standards and excellent customer service.
Experience Ideally, you will have 2–3 years' experience in a senior operational or management role, preferably within cleaning, facilities management or another service-led industry.
You will have experience of managing and developing teams, working across multiple sites or contracts, managing client relationships, working to performance targets and KPIs, managing operational or commercial budgets, and dealing with performance issues and service escalations.
A full UK driving licence is essential.
IOSH Managing Safely is desirable, or you must be willing to obtain this within your first six months.
What we offer We believe in recognising the contribution our people make, which is why we offer a strong benefits package alongside the salary:
- £40,000 – £45,000 salary, dependent on experience
- Company car
- 20 days' holiday, increasing by 1 day each year up to a maximum of 30 days, plus English bank holidays
- Birthday Bonus Holiday – an additional day's holiday when your birthday falls on a Monday–Friday
- Attendance Related Incentive Bonus – after your first year of service, equivalent to two weeks' pay
- Sovereign Healthcare – Level 1 cover, paid for by the Company
- Company uniform, workplace pension, company events and team activities
- Company-supported charity programme, with charities chosen by staff vote and sponsorship matched by Carroll Cleaning Why Carroll Cleaning?
This is an opportunity to join a business where you can make a real difference.
You will have the opportunity to develop people, strengthen client relationships, improve operational performance and help shape the continued growth of our Customer Services team.
If you are an experienced operational leader who enjoys working with people, solving problems and delivering high standards, we would love to hear from you.
Carroll Cleaning – Delivering EXCELLENCE in everything we do
Customer Service Manager in Manchester employer: Carroll cleaning
Carroll Cleaning is an excellent employer that values its team members, offering a competitive hourly wage of £13.45 for part-time work in a supportive and friendly environment. With a focus on employee growth and a commitment to maintaining high standards, our Stockport location provides a unique opportunity to contribute meaningfully while enjoying a balanced work-life schedule.
StudySmarter Expert Advice🤫
We think this is how you could land Customer Service Manager in Manchester
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Carroll cleaning. Check out their social media, read reviews on sites like Glassdoor, and see how they engage with customers. It'll give you clues on their values and help tailor your conversation during interviews.
✨Join Customer Support Communities
Dive into online communities like those on Reddit or LinkedIn where customer support pros hang out. Participating in discussions or asking questions can make you more visible to potential recruiters and help you learn about job openings at companies like Carroll cleaning before they even post them.
✨Attend Job Fairs or Networking Events
Look out for local job fairs or events specifically for customer support roles. This is your chance to meet hiring managers face-to-face, and you might even get the opportunity to interview on the spot!
✨Show Off Your Skills with Customer Interactions
In the customer support world, showcasing your communication skills is key. Consider creating a short video introducing yourself or even doing a mock call to showcase your abilities. It's a memorable way to stand out, especially if you can share this during your interview process!
We think you need these skills to ace Customer Service Manager in Manchester
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear communication is key. Make sure your CV highlights any experience you've had in customer-facing roles and your ability to resolve issues. Don't shy away from including specific examples of how you've gone above and beyond to help customers – this really shows your potential in the role.
Tailor Your Cover Letter to Carroll cleaning:Your cover letter is your chance to shine! Tell us why you want to work at Carroll cleaning specifically. Mention any unique aspects of our company that resonate with you and how your skills can enhance our customer support. This personal touch will set your application apart from the rest!
Highlight Any Relevant Tools or Tech Skills:If you've used customer support software like Zendesk or Freshdesk or have experience with CRM systems, make sure to mention these in your application. Being familiar with industry-standard tools can be a big plus for us when we’re reviewing applications, as it shows you can hit the ground running!
Demonstrate Your Problem-Solving Skills:Customer support roles often require a knack for problem-solving. In your application, share examples of past experiences where you've tackled tough situations or resolved conflicts effectively. This will give us a good sense of how you handle challenges—an essential skill for success at Carroll cleaning!
How to prepare for a job interview at Carroll cleaning
✨Show Off Your People Skills
In customer support, it's all about communicating effectively. Prepare to share instances from your past experiences where you handled difficult customers or resolved conflicts. We want to hear how you empathised and found the best solutions, so think of specific examples to back up your stories!
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like Zendesk or Freshdesk, and make sure to review how you’ve used any similar systems in the past. During the interview, being able to discuss your hands-on experience with software or ticketing systems can really set you apart from the competition, so don’t skip this prep!
✨Show Genuine Enthusiasm
As this is a full-time role, employers want someone who isn’t just looking for any job, but wants to grow within customer support. Make sure to express your enthusiasm for helping customers and your desire to develop your skills. Show them why you're passionate about this field!
✨Practice Common Scenarios
Be prepared for role-playing scenarios where you might have to reassess a solution with a frustrated customer or explain a complex process in simple terms. Practising these common scenarios can help us feel more confident and demonstrate our practical skills effectively during the interview.
