At a Glance
- Tasks: Lead a dynamic service desk team and enhance customer support operations.
- Company: Quail Digital, a growing manufacturer of wireless communication systems.
- Benefits: 25 days holiday, private healthcare, and pension contributions.
- Other info: Join us in an exciting phase of growth and innovation.
- Why this job: Make a real impact on customer experiences while shaping a growing team.
- Qualifications: Experience in customer service management and strong leadership skills.
The predicted salary is between 40000 - 50000 £ per year.
Quail Digital is an international manufacturer of high-quality wireless headset communication systems for the retail, quick-service, and healthcare sectors. Our products keep teams connected on the sales floor, in the kitchen, and in cath-lab environments. Our reputation for outstanding customer service is as important to us as the quality of the systems we supply. As we scale from a small to a medium-sized business and expand our product range with a new, more complex system, we are looking for a Customer Service Manager to lead that transition with confidence, structure, and vision.
THE ROLE
This is a hands-on leadership role with genuine strategic influence. You will own the day-to-day operation of our 3-person service desk while building the systems, processes, and culture that will carry the team and the business into its next phase of growth. You will report directly to the COO and play a central role in shaping how we use AI and automation to deliver faster, smarter, and more consistent customer experiences. The right person for this role thrives at the intersection of people leadership, operational excellence, and technology. You are as comfortable dealing with a difficult support call as you are mapping out a Claude AI workflow to reduce resolution times.
KEY RESPONSIBILITIES
- Manage and develop a 3-person service desk handling support for UK, EU and ROW territories for technical support, troubleshooting, warranty and repairs, spares orders, and UK on-site service calls.
- Own and uphold SLA deliverables, ensuring timely, consistent, and high-quality resolution across phone and email channels.
- Act as escalation point for complex technical or commercial issues, maintaining the company’s reputation for outstanding service.
- Monitor team workload, prioritise tickets effectively, and maintain visibility across all open cases.
Leadership
We value initiative and believe in supporting people to make the best decisions for the direction of the business. It's not the big that eat the small; it's the quick that eat the slow. We are at an exciting point growing our product range, expanding our market, and investing in the tools and talent that will shape the next ever-evolving chapter. This role is an opportunity to make a genuine, lasting impact on how we serve our customers and how our team works. If you are energised by the idea of building something, not just running it, we would love to hear from you.
Type: Full-time, Permanent
Location: 209 Harbour Yard, Chelsea, London, SW10 0XD UK
Work Model: On-site
Benefits: 25 days Holiday per year, Private Healthcare, Company Pension Contribution
Customer Service Manager employer: Quail Digital
Quail Digital is an exceptional employer that prioritises employee growth and development, offering a dynamic work culture where innovation and initiative are highly valued. Located in the vibrant area of Chelsea, London, employees benefit from a supportive environment that encourages strategic influence and hands-on leadership, alongside competitive benefits such as private healthcare and a generous holiday allowance. Join us to make a meaningful impact in a company that is rapidly evolving and committed to outstanding customer service.
StudySmarter Expert Advice🤫
We think this is how you could land Customer Service Manager
✨Tip Number 1
Network like a pro! Reach out to people in the industry, attend events, and connect with potential colleagues on LinkedIn. 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 researching Quail Digital and understanding their products and values. Tailor your answers to show how your experience aligns with their mission of outstanding customer service and operational excellence.
✨Tip Number 3
Showcase your leadership skills! Be ready to discuss how you've successfully managed teams and improved processes in previous roles. Highlight any experience with AI and automation, as it’s a key part of the role.
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure your application gets seen by the right people. Plus, it shows you’re genuinely interested in joining the team at Quail Digital.
We think you need these skills to ace Customer Service Manager
Some tips for your application 🫡
Tailor Your CV:Make sure your CV speaks directly to the role of Customer Service Manager. Highlight your experience in managing teams and improving service operations, as well as any tech-savvy skills you have that align with our focus on AI and automation.
Craft a Compelling Cover Letter:Your cover letter is your chance to shine! Share your passion for customer service and leadership. Tell us how you've successfully navigated challenges in previous roles and how you envision leading our service desk into the future.
Showcase Your Problem-Solving Skills:In your application, give examples of how you've tackled complex issues in customer service. We want to see your thought process and how you approach problem-solving, especially when it comes to technical or commercial challenges.
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’re considered for this exciting opportunity to shape our customer service strategy!
How to prepare for a job interview at Quail Digital
✨Know the Company Inside Out
Before your interview, make sure you research Quail Digital thoroughly. Understand their products, especially the wireless headset communication systems, and how they serve different sectors like retail and healthcare. This knowledge will help you demonstrate your genuine interest in the company and its mission.
✨Showcase Your Leadership Skills
As a Customer Service Manager, you'll need to lead a small team effectively. Prepare examples of how you've successfully managed teams in the past, particularly in high-pressure situations. Highlight your ability to motivate others and maintain a positive team culture, as this aligns with the company's values.
✨Be Ready for Technical Questions
Since the role involves handling technical support and troubleshooting, brush up on common issues related to communication systems. Be prepared to discuss how you would approach complex technical problems and your experience with AI and automation in improving customer service processes.
✨Demonstrate Your Vision for Growth
Quail Digital is looking for someone who can help them scale and innovate. Think about how you would contribute to their growth and what strategies you would implement to enhance customer experiences. Share your ideas during the interview to show that you're not just a manager but a visionary leader.
