National Customer Service Manager in Swanley

Lead Customer Service Excellence Across a National Operation

Sharp UK is seeking an experienced National Customer Service Manager to lead our customer service function and drive operational excellence across multiple service locations throughout the UK.

This is a high-impact leadership role responsible for overseeing a team of approximately 23 customer service professionals, ensuring exceptional service delivery, effective resource planning, and outstanding customer experiences. Working closely with operational leadership and regional management teams, you will play a key role in shaping customer service strategy, improving performance, and developing a high-performing team culture.

What You'll Be Doing

• Leading the day-to-day operation of a national customer service and call control function.
• Managing and developing a team responsible for scheduling Customer Support Engineers and coordinating service activities.
• Driving service excellence through KPI management, performance monitoring, and continuous improvement initiatives.
• Working closely with Operational and Regional Service Managers to ensure consistent, high-quality customer service delivery.
• Managing workforce planning and allocating resources effectively across service administration, ordering, installations, and customer support functions.
• Leading recruitment, coaching, training, performance management, and employee development activities.
• Handling escalated customer issues and ensuring swift, professional resolution.
• Reviewing customer service processes, analysing performance data, and implementing improvements to enhance efficiency and customer satisfaction.
• Conducting regular team meetings, one-to-ones, and performance reviews to develop team capability and engagement.

What We're Looking For

• Proven experience in a Customer Service Manager, Contact Centre Manager, Call Centre Manager, or similar leadership role.
• Experience leading teams within a fast-paced, customer-focused environment.
• Strong people leadership skills with the ability to motivate, coach, and develop high-performing teams.
• Excellent communication and stakeholder management skills.
• Strong analytical and problem-solving capabilities.
• Experience managing KPIs, service levels, and operational performance.
• Proficiency with Microsoft Office applications.
• Experience within a service, engineering, technical support, or field service environment would be highly advantageous.

Why Join Sharp?

At Sharp, we're committed to delivering exceptional service to our customers while creating an environment where our people can thrive. You'll have the opportunity to lead a nationally dispersed team, influence strategic decisions, drive business improvement, and make a tangible impact on customer experience across the organisation.

If you're a passionate customer service leader who thrives on developing people, improving processes, and delivering outstanding operational results, we'd love to hear from you.