Customer Service Manager - Hybrid (Security & Field Ops)

Airport Placements; Greater London; Hybrid; GBP 40,000 - GBP 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

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.