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- Tasks: Lead a team to deliver top-notch customer service and resolve escalated issues.
- Company: Established organisation in the security and life safety sector with a focus on service excellence.
- Benefits: Competitive salary, flexible working options, and opportunities for professional growth.
- Why this job: Join a growing company and make a real difference in customer satisfaction.
- Qualifications: Experience in customer service management and strong leadership skills required.
- Other info: Office-based role with one day of remote work after probation.
The predicted salary is between 36000 - 60000 £ per year.
We are recruiting a Customer Service Manager on behalf of a well-established and growing service-led organisation operating within the security and life safety sector. This role will lead and develop a team of office-based Customer Service Advisors alongside field-based Engineers, ensuring consistently high service standards across all customer interactions. The successful candidate will champion customer service excellence, drive adherence to SLAs and KPIs, and take ownership of escalated customer issues to resolution. You will be responsible for improving customer service processes, supporting recruitment, on-boarding and performance management, and fostering a positive, accountable team culture. Working closely with operational and engineering leadership, you will help identify service improvements, manage performance reporting, and contribute to wider business objectives.
Key requirements include:
- Proven experience in customer service management within a fast-paced environment
- Experience leading both office-based teams and field engineers
- Strong people management skills including training, reviews, and performance management
- Confident handling escalated complaints and service recovery
- Ability to manage KPIs, service levels, and operational performance
- Customer-focused, organised, and calm under pressure
Additional details:
- Office-based role, Monday to Friday
- One day working from home available after probation
- Security screening required
This opportunity would suit a structured, fair, and customer-driven manager looking to step into a key leadership role within a growing organisation.
Customer Service Manager employer: HR GO Recruitment
Contact Detail:
HR GO Recruitment Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Customer Service Manager
✨Tip Number 1
Network like a pro! Reach out to your connections in the industry 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 an opening or can put in a good word for you.
✨Tip Number 2
Prepare for those interviews by practising common questions related to customer service management. Think about your past experiences and how they align with the job description. We want you to shine when discussing your leadership style and how you handle escalated issues!
✨Tip Number 3
Showcase your achievements! When you get the chance to chat with potential employers, highlight specific examples of how you've improved service processes or managed teams effectively. Numbers speak volumes, so if you can, share KPIs or SLAs you've successfully met or exceeded.
✨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 that extra step to engage with us directly. Let's get you that Customer Service Manager role!
We think you need these skills to ace Customer Service Manager
Some tips for your application 🫡
Tailor Your CV: Make sure your CV is tailored to the Customer Service Manager role. Highlight your experience in managing teams and handling escalated complaints, as these are key aspects of the job. We want to see how your skills align with our needs!
Craft a Compelling Cover Letter: Your cover letter is your chance to shine! Use it to explain why you're passionate about customer service and how you can contribute to our team. Be sure to mention any specific achievements that demonstrate your ability to drive service excellence.
Showcase Your Leadership Skills: In your application, emphasise your people management skills. We’re looking for someone who can lead both office-based teams and field engineers, so share examples of how you've successfully managed and developed teams in the past.
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. Plus, we love seeing applications come in through our own platform!
How to prepare for a job interview at HR GO Recruitment
✨Know Your Customer Service Stuff
Make sure you brush up on your customer service management experience. Be ready to share specific examples of how you've led teams, handled escalated complaints, and improved service processes. This will show that you understand the role and can hit the ground running.
✨Showcase Your Leadership Skills
Prepare to discuss your people management skills in detail. Think about times when you've trained team members or managed performance reviews. Highlight how you foster a positive team culture and how you’ve motivated your team to meet KPIs and SLAs.
✨Be Ready for Scenario Questions
Expect questions that put you in real-life situations, like handling a difficult customer complaint or managing a team under pressure. Practise your responses so you can demonstrate your calmness and organisational skills in challenging scenarios.
✨Research the Company and Sector
Familiarise yourself with the security and life safety sector. Understand the company's values and how they approach customer service. This knowledge will help you tailor your answers and show that you're genuinely interested in the role and the organisation.
