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- Tasks: Lead a dynamic team to deliver top-notch customer service and drive operational excellence.
- Company: Join Global Fire & Security Systems, a leader in fire safety and security innovation.
- Benefits: Enjoy competitive salary, supportive culture, and opportunities for personal growth.
- Why this job: Be part of a purpose-driven company that values customer service and invests in its people.
- Qualifications: 3+ years in customer service leadership; strong team management and communication skills required.
- Other info: Diversity and inclusion are key; we encourage all to apply, even if you don't meet every qualification.
The predicted salary is between 36000 - 60000 £ per year.
The Senior Customer Service Manager is responsible for leading the day-to-day operations of the Customer Service Contact Centre at our Nottingham Head Office. This role will oversee a high-performing team that manages large volumes of customer emails and inbound calls daily. You will drive exceptional service delivery, lead continuous improvement initiatives, and play a pivotal role in customer satisfaction across our client base.
The Role
- Leadership and Team Management: Lead, coach, and develop 2 Cluster Team Managers and a wider team of 16 Customer Service Administrators. Foster a positive, high-performance culture where service excellence and teamwork are prioritised. Ensure the team is adequately trained, supported, and meeting performance targets.
- Service Delivery: Oversee the daily operations of the Customer Service Contact Centre, ensuring timely and effective responses to customer enquiries. Manage resources to meet service levels of large volumes of customer emails and inbound calls daily. Maintain a strong customer-first approach, ensuring prompt resolution of issues.
- Operational Excellence: Monitor key performance indicators (KPIs) including response time, resolution rate, call quality, and customer satisfaction. Analyse trends and customer feedback to inform service improvements and root cause resolution. Develop and implement SOPs and escalation protocols to standardise service delivery.
- Stakeholder Management: Collaborate with Engineering, Projects, Sales Admin, and Finance teams to ensure customer expectations are met. Serve as the key escalation point for complex customer queries or complaints. Represent the customer voice in internal discussions and service improvement projects.
- Systems and Reporting: Utilise CRM and contact centre systems to track productivity and customer interactions. Generate weekly and monthly reports for leadership on team performance and service metrics. Support the integration of new technologies to improve service efficiency and insight.
About You
Essential Skills & Experience:
- Proven experience in a senior customer service/contact centre leadership role (minimum 3 years).
- Strong team management experience, preferably in a similar size team (10+ people).
- Demonstrated ability to manage high volumes of communication in a fast-paced environment.
- Experience working within the engineering, construction, facilities management, or technical service sectors.
Desirable:
- Background in fire & security services or B2B service delivery.
- Experience with CRM platforms and telephony/contact centre software.
Knowledge & Competencies:
- Strong leadership and people management skills.
- Excellent verbal and written communication skills.
- Customer-focused with a solutions-oriented approach.
- Confident handling service escalations and complex customer issues.
- Strong organisational and time management skills.
Qualifications:
- Educated to GCSE level or above.
- Leadership or customer service management qualifications (e.g. ILM, NVQ, or equivalent) desirable.
Why Join Us?
Be part of a growing, purpose-driven company at the forefront of fire safety and security innovation. Join a business where customer service is truly valued and investment in people is a priority. Work in a collaborative, supportive team based on-site in Nottingham.
Excited about the role, but your experience or qualifications don’t perfectly match everything in the job description? We would encourage you to still apply. Studies have shown that some people, particularly from minority groups are less likely to apply to jobs unless they meet every single qualification. We are dedicated to building belonging, empowering our colleagues to be their true self by offering a diverse, inclusive and authentic workplace. You may just be the right candidate for this role, or other future roles across our business.
Senior Customer Service Manager employer: Global Fire & Security Systems
Contact Detail:
Global Fire & Security Systems Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Senior Customer Service Manager
✨Tip Number 1
Familiarise yourself with the fire and security industry. Understanding the specific challenges and customer needs in this sector will help you stand out as a candidate who can lead effectively.
✨Tip Number 2
Highlight your experience in managing high volumes of communication. Be prepared to discuss specific strategies you've used to maintain service quality under pressure, as this is crucial for the role.
✨Tip Number 3
Demonstrate your leadership style during any interviews or discussions. Share examples of how you've fostered a positive team culture and driven performance improvements in previous roles.
✨Tip Number 4
Prepare to discuss your experience with CRM and contact centre systems. Being able to articulate how you've used technology to enhance service delivery will show that you're ready to hit the ground running.
We think you need these skills to ace Senior Customer Service Manager
Some tips for your application 🫡
Tailor Your CV: Make sure your CV highlights relevant experience in customer service management, particularly in fast-paced environments. Emphasise your leadership skills and any specific achievements that demonstrate your ability to manage teams effectively.
Craft a Compelling Cover Letter: In your cover letter, address how your background aligns with the responsibilities of the Senior Customer Service Manager role. Mention your experience with KPIs, team management, and customer satisfaction initiatives, and express your enthusiasm for contributing to Global Fire & Security Systems.
Showcase Relevant Skills: Highlight essential skills such as communication, problem-solving, and organisational abilities in both your CV and cover letter. Provide examples of how you've successfully handled escalations or improved service delivery in previous roles.
Proofread Your Application: Before submitting, carefully proofread your application materials for any spelling or grammatical errors. A polished application reflects your attention to detail and professionalism, which are crucial in a customer service leadership role.
How to prepare for a job interview at Global Fire & Security Systems
✨Showcase Your Leadership Skills
As a Senior Customer Service Manager, you'll be leading a team. Be prepared to discuss your leadership style and provide examples of how you've successfully managed and developed teams in the past.
✨Demonstrate Customer-Centric Thinking
Highlight your experience in maintaining a customer-first approach. Share specific instances where you resolved complex customer issues or improved service delivery based on customer feedback.
✨Familiarise Yourself with KPIs
Understand key performance indicators relevant to customer service operations. Be ready to discuss how you've monitored and improved these metrics in previous roles, as this will show your analytical skills and focus on operational excellence.
✨Prepare for Scenario-Based Questions
Expect questions that assess your problem-solving abilities in real-world situations. Think of examples where you've handled high volumes of communication or escalated issues, and be ready to explain your thought process and outcomes.
