Customer Service Manager in London

Job Description - Customer Service Manager

• Location - London (Canary Wharf)
• Department - Operations
• Employment Type - Full-Time
• ABOUT LITTA

Litta is a VC‑backed Waste-Tech startup disrupting how the UK handles bulky waste removal.

We’re mission‑led, tech‑forward, and growing fast — connecting customers with vetted waste carriers through a seamless digital platform.

This is a great time to join: you’ll have real ownership, make a real impact, and be part of building something that matters.

THE ROLE

Working on‑site as Customer Service Manager, you lead Litta's Customer Service team — setting the standard for what great looks like, building genuine capability in your people, and ensuring the CS function operates with precision and purpose every day.

You're a natural coach: you know that an engaged, well‑developed team is what delivers for the customer, and that building that team is the most important thing you do.

You'll own the full employee lifecycle for your area, the quality of every customer interaction your team has, and the continuous improvement of everything in between.

• WHAT YOU’LL BE DOING
• People Leadership & Development
• Coach proactively — develop people's capability before gaps show up in performance metrics, spotting early signals of disengagement or difficulty before they become a people issue.

You're always looking ahead.

• Build a team culture where feedback is normal, standards are genuinely shared, and people feel supported to grow — because you know an engaged team delivers better service, and better service delivers better customer outcomes.

That's not a theory for you; it's how you operate.

• Own the full employee lifecycle — hiring, onboarding, development, performance — and invest genuinely in every stage.

You're building a team that's capable and confident because you've developed them, not because you're in the room directing every move.

• Design and iterate structured onboarding that gets new starters to full competency faster, and identify training needs early — building targeted learning that raises the bar across the team.
• Service Excellence Standards
• You set the bar high for what customers experience when they contact Litta — not just handled, but genuinely delighted.

You review standards constantly because you care about every interaction your team has on Litta's behalf.

• Build and own a Quality Assurance process — regular contact reviews and side‑by‑side coaching sessions across all channels (calls, emails, chat).

Litta doesn't have this yet; you'll build it, own it and keep raising the bar with it.

• Use quality insight to drive coaching conversations and process improvement — closing the loop between what you observe and how the team operates.
• Keep CS processes, contact routing, training materials and ways of working accurate, documented and up to date.
• Contact Management, Data & Continuous Improvement
• Own the day‑to‑day operation — schedules, resource planning, volume management, SLA adherence. Know your numbers, understand what's driving them, and act on what you see.
• Keep the operation running proactively — anticipate pressure points and have a plan before they become problems.
• Close the customer feedback loop — capture contact drivers, surface insight to the right people in the business, and point to decisions made as a direct result.
• Run your own CI initiatives — improving processes, reducing friction and raising the quality of the customer experience.

Work with the Head of Operational Performance on larger transformation programmes.

WHAT WE’RE LOOKING FOR

Skills

• Experienced people manager — you've led, coached and developed a team and can point to the difference you've made in their performance and growth, and you'll have at least 3 years experience leading teams in a Contact Centre/head office Customer Service setting.
• Operationally confident — schedules, volumes and SLAs are second nature; you know what it takes to run a customer‑facing team at pace
• Data‑literate — you read reports, spot patterns and know what to do about them; comfortable holding performance conversations grounded in evidence
• Experienced across the employee lifecycle — from hiring and onboarding through to performance management, development and QA
• Clear and credible communicator — with your team, your peers and senior stakeholders, in writing and in the room
• Behaviours
• People

Radar: You understand what makes people tick, natively.

You pick up on what's unsaid as easily as what's said, and use that to coach, support and challenge in a way that actually lands.

Building genuine trust with your team isn't a technique; it's just how you operate.

• Analytically

Wired: Numbers and people aren't in tension for you — they're both languages you speak fluently.

You read a metric and immediately know what's behind it, see patterns before they're obvious, and act without waiting for someone to flag the problem.

• Ownership: You take full end‑to‑end ownership for your area.

If something isn't right, you're already fixing it — you don't elevate what you can solve, and you don't wait to be asked.

• Empowering: You build a team that operates with confidence, trust and independence.

Your goal is to make the team brilliant at what they do — not to be the person with all the answers.

• Thinking
• Round

Corners: When something doesn't work, you don't stop — you find another way.

You're wily and resourceful, always a step ahead of the problem, and a setback is just a prompt to think differently.

Blockers don't stun you; they interest you.

• Culture

Architect: You understand that an engaged team doesn't happen by accident.

You build it deliberately — through how you recognise, challenge, develop and celebrate your people.

You know that culture is downstream of how you show up as a leader.

• ROLE SUCCESS METRICS
• Team performance: CSAT, CES, QA, FCR and SLA targets met consistently and trending in the right direction quarter on quarter
• People development: every team member has clear objectives, regular 1:1s and a visible development path
• Quality Assurance: a QA process is built, running consistently, and coaching is making a measurable difference to quality and customer satisfaction
• Feedback loop: customer contact drivers reaching the right people — and you can point to decisions made as a direct result
• Operational ownership: the CS function runs with confidence and independence; your team delivers because they're well‑led and you've built the right culture.
• Team engagement: the team feels coached, supported and developed — not just managed. Pulse scores trend upward over time

Litta is an equal opportunities employer.

We welcome applications from people of all backgrounds and are committed to creating an inclusive environment for everyone.

If you require any reasonable adjustments during the recruitment process, please let us know.

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