Customer Service Manager

HR GO Driving; Greater London; On-site; GBP 35,000 - 55,000; Full time

Job summary

A growing service-led organisation in Greater London seeks a Customer Service Manager to lead a team of office-based Advisors and field Engineers. The role emphasizes service excellence, KPIs, and customer issue resolution. The ideal candidate should have proven experience managing customer service teams in fast-paced environments, strong people-management skills, and a focus on continuous improvement. The position offers an office-based work environment with potential for remote work after probation.

Benefits

One day working from home available after probation

Qualifications

• 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.

Responsibilities

• Lead and develop a team of Customer Service Advisors and field-based Engineers.
• Champion customer-service excellence and drive adherence to SLAs and KPIs.
• Improve customer-service processes and support recruitment and onboarding.

Skills

Customer service management

People management

Complaint handling

KPI management

Organizational skills

Job description

Customer Service Manager

Job Reference: CSMLM2

Location: Orpington (Office-based)

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, onboarding 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 of 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.