At a Glance
- Tasks: Lead a dynamic customer service team and enhance the customer experience.
- Company: Join a forward-thinking company committed to service excellence.
- Benefits: Enjoy 25 days annual leave, life assurance, and free onsite parking.
- Other info: Great opportunities for personal growth and development in a supportive workplace.
- Why this job: Make a real impact by shaping customer experiences in a fast-paced environment.
- Qualifications: Proven leadership in customer service and a passion for customer satisfaction.
The predicted salary is between 28000 - 30000 £ per year.
About The Role
Location: Greater London
Salary: £50,000 per year
Hours a week: 37.5 hours
Days of work: Monday to Friday
Contract type: Permanent
This isn’t your typical management role. As a Customer Services Manager, you’ll take ownership of the entire customer service function, leading a high-performing team and ensuring exceptional service delivery across all customer touchpoints. You’ll play a key role in shaping the customer experience, driving continuous improvement, and acting as the escalation point for complex or high-impact issues. This role is ideal for someone who thrives in a fast-paced, customer-centric environment and is passionate about delivering service excellence while developing and empowering their team.
Duties & Responsibilities
- Service Delivery & Customer Experience
- Ensure all customer enquiries, requests, and complaints are handled effectively and resolved within agreed timescales.
- Act as the escalation point for complex or high-impact customer issues.
- Maintain high levels of customer satisfaction and retention through proactive service management.
- Develop and implement customer service policies, procedures, and standards.
- Team Leadership & Performance
- Lead, coach, and develop the customer services team to achieve high performance.
- Set clear objectives and KPIs (e.g. response time, resolution rate, CSAT) and monitor performance against targets.
- Conduct regular performance reviews and implement training and development plans.
- Manage recruitment, resource planning, and team capacity.
- Operational Management
- Oversee daily operations of the customer service function, ensuring efficiency and consistency.
- Establish workflows and processes to optimise productivity and service quality.
- Ensure compliance with company policies, procedures, and regulatory requirements.
- Performance & Continuous Improvement
- Monitor and analyse customer service performance data and trends.
- Use customer feedback and insights to drive process improvements.
- Prepare and present regular KPI and performance reports to senior management.
- Stakeholder Management
- Build strong relationships with key customers and internal stakeholders including operations, sales, and finance.
- Collaborate cross-functionally to resolve service issues and improve the customer journey.
About you
- Proven experience in a customer service management or leadership role, ideally within a B2B environment.
- Strong leadership skills with the ability to inspire, engage, and influence teams at all levels.
- Passionate about customer experience with a customer-centric mindset.
- Analytical and data-driven, with experience using performance metrics to inform decisions.
- Excellent communication and interpersonal skills, with the ability to build strong working relationships.
- Strong problem-solving skills and ability to manage complex challenges effectively.
- Experience implementing process improvements or leading change initiatives.
Some of our benefits include
- Annual Leave – 25 days + bank holidays.
- Life Assurance – 2x basic annual salary.
- Bereavement Counselling – Support during difficult times.
- Free Onsite Parking.
- Employee Assistance Programme (EAP) – Confidential counselling via Health Assured.
- Eye Care Support – Free eye tests and up to £70 towards glasses for DSE users and drivers (includes retinal photography for drivers over 40).
About Us
Restore Commitment to Disability Confidence. We assess candidates based on their experience and suitability for the role, as outlined in their CV and application. You can let us know about any adjustments you may need via the application form. As a Disability Confident employer, we guarantee an interview to applicants with a disability or health condition who meet the essential criteria, where it is fair and appropriate to do so.
Customer Service Manager in Stretford employer: Restore PLC
At Restore, we pride ourselves on being an exceptional employer, offering a dynamic work environment in Greater London where our Customer Service Managers can truly thrive. With a strong focus on employee development, we provide comprehensive training and support, alongside generous benefits such as 25 days of annual leave, life assurance, and an Employee Assistance Programme. Our commitment to fostering a customer-centric culture ensures that you will be empowered to lead a high-performing team while making a meaningful impact on the customer experience.
StudySmarter Expert Advice🤫
We think this is how you could land Customer Service Manager in Stretford
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Restore PLC. Check out their social media, read reviews on sites like Glassdoor, and see how they engage with customers. It'll give you clues on their values and help tailor your conversation during interviews.
✨Join Customer Support Communities
Dive into online communities like those on Reddit or LinkedIn where customer support pros hang out. Participating in discussions or asking questions can make you more visible to potential recruiters and help you learn about job openings at companies like Restore PLC before they even post them.
✨Attend Job Fairs or Networking Events
Look out for local job fairs or events specifically for customer support roles. This is your chance to meet hiring managers face-to-face, and you might even get the opportunity to interview on the spot!
✨Show Off Your Skills with Customer Interactions
In the customer support world, showcasing your communication skills is key. Consider creating a short video introducing yourself or even doing a mock call to showcase your abilities. It's a memorable way to stand out, especially if you can share this during your interview process!
We think you need these skills to ace Customer Service Manager in Stretford
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear communication is key. Make sure your CV highlights any experience you've had in customer-facing roles and your ability to resolve issues. Don't shy away from including specific examples of how you've gone above and beyond to help customers – this really shows your potential in the role.
Tailor Your Cover Letter to Restore PLC:Your cover letter is your chance to shine! Tell us why you want to work at Restore PLC specifically. Mention any unique aspects of our company that resonate with you and how your skills can enhance our customer support. This personal touch will set your application apart from the rest!
Highlight Any Relevant Tools or Tech Skills:If you've used customer support software like Zendesk or Freshdesk or have experience with CRM systems, make sure to mention these in your application. Being familiar with industry-standard tools can be a big plus for us when we’re reviewing applications, as it shows you can hit the ground running!
Demonstrate Your Problem-Solving Skills:Customer support roles often require a knack for problem-solving. In your application, share examples of past experiences where you've tackled tough situations or resolved conflicts effectively. This will give us a good sense of how you handle challenges—an essential skill for success at Restore PLC!
How to prepare for a job interview at Restore PLC
✨Show Off Your People Skills
In customer support, it's all about communicating effectively. Prepare to share instances from your past experiences where you handled difficult customers or resolved conflicts. We want to hear how you empathised and found the best solutions, so think of specific examples to back up your stories!
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like Zendesk or Freshdesk, and make sure to review how you’ve used any similar systems in the past. During the interview, being able to discuss your hands-on experience with software or ticketing systems can really set you apart from the competition, so don’t skip this prep!
✨Show Genuine Enthusiasm
As this is a full-time role, employers want someone who isn’t just looking for any job, but wants to grow within customer support. Make sure to express your enthusiasm for helping customers and your desire to develop your skills. Show them why you're passionate about this field!
✨Practice Common Scenarios
Be prepared for role-playing scenarios where you might have to reassess a solution with a frustrated customer or explain a complex process in simple terms. Practising these common scenarios can help us feel more confident and demonstrate our practical skills effectively during the interview.
