Customer Service Manager

Airport Placements; Greater London; Hybrid; GBP 40,000 - 55,000; Full time

Job summary

A well-established security services firm in Greater London seeks a Customer Service Manager to lead a team of office-based Advisors and field Engineers. The role focuses on maintaining high service standards, managing escalated issues, and fostering a positive team culture. Ideal candidates will have proven experience in customer service management within a fast-paced environment. This position offers a structured environment with a customer-centric approach and allows for one day of remote work 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.
• Take ownership of escalated customer issues to resolution.

Skills

Customer service management

Leadership of office-based teams

Handling escalated complaints

Performance management

Job description

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.

• 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
• 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.