Customer Service Manager – Hybrid, SLA-Driven Leader

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

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.