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- Tasks: Lead a team to deliver top-notch customer service and resolve escalated issues.
- Company: A growing service-led organisation in the security and life safety sector.
- Benefits: Office-based role with flexible working options and a supportive team culture.
- Why this job: Step into a key leadership role and make a real impact on customer satisfaction.
- Qualifications: Experience in customer service management and strong people management skills.
- Other info: Structured environment with opportunities for professional growth.
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 in London 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 in London
✨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 job openings or can put in a good word for you.
✨Tip Number 2
Prepare for interviews by practising common questions related to customer service management. Think about your past experiences and how they align with the role's requirements. We want you to shine when discussing your leadership style and how you handle escalated complaints!
✨Tip Number 3
Showcase your achievements! When you get the chance to chat with potential employers, highlight specific examples of how you've improved customer service processes or managed teams effectively. Numbers speak volumes, so if you can, share metrics that demonstrate your success.
✨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 are proactive and engaged with our company. So, go ahead and submit your application today!
We think you need these skills to ace Customer Service Manager in London
Some tips for your application 🫡
Tailor Your CV: Make sure your CV speaks directly to the Customer Service Manager role. Highlight your experience in managing teams and handling escalated complaints, as these are key for us. Use specific examples that showcase your skills in a fast-paced environment.
Craft a Compelling Cover Letter: Your cover letter is your chance to shine! Tell us why you’re passionate about customer service and how you can drive excellence in our team. Be sure to mention your people management skills and any relevant achievements that align with our goals.
Showcase Your Leadership Style: In your application, give us a glimpse of your leadership style. We want to know how you foster a positive team culture and manage performance. Share any strategies you've used to improve service processes or support your team’s development.
Apply Through Our Website: We encourage you to apply through our website for a smoother process. It helps us keep track of your application and ensures you don’t miss out on any important updates. Plus, it shows us you’re keen to join our growing organisation!
How to prepare for a job interview at HR GO Recruitment
✨Know Your Customer Service Metrics
Familiarise yourself with key performance indicators (KPIs) and service level agreements (SLAs) relevant to the role. Be ready to discuss how you've managed these in previous positions, as this will show your understanding of what drives customer service excellence.
✨Showcase Your Leadership Skills
Prepare examples that highlight your experience in leading teams, especially in a fast-paced environment. Think about specific situations where you’ve trained staff, handled performance reviews, or resolved escalated complaints, as these will demonstrate your capability to manage and inspire a team.
✨Demonstrate Problem-Solving Abilities
Be ready to discuss how you've tackled difficult customer issues in the past. Use the STAR method (Situation, Task, Action, Result) to structure your answers, showcasing your calmness under pressure and your commitment to customer satisfaction.
✨Research the Company Culture
Understand the organisation's values and culture, especially their approach to customer service. This will help you align your answers with their expectations and show that you're not just a fit for the role, but also for the company as a whole.
