Customer Service Manager, Office Angels

Customer Service Manager

Office Angels

Location:
United Kingdom, Tunbridge Wells

Category:
Customer Service

Contract Type:
Employment contract

Salary:

Not provided

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Job Description:

As our Customer Service Manager, you will lead, motivate, and direct a small Customer Service and After-Sales Service Administration team to consistently exceed customer expectations. Your proven track record in raising customer service standards will be instrumental in transforming the customer service journey. You'll play a vital role in ensuring that the department is customer-focused while achieving financial targets and liaising internally with other teams and departments to ensure customer engagement is exceptional.

Job Responsibility:

Support and guide team members (6 in team) in building excellent customer relationships
Monitor and improve communication quality with customers
Track team performance against agreed SLAs and lead times
Manage escalated customer complaints and resolve them efficiently
Conduct HR tasks, including recruitment, appraisals, and team communication
Facilitate regular team meetings and training sessions to elevate service standards
Deal with compliance issues with SLA guideance and quality communication
Ensure all team members receive appropriate training and cross-training
Maintain clear communication of SLAs and monitor adherence
Handle complaints professionally within defined timelines
Keep our CS/SAP System updated and organised

Requirements:

Experience: 5+ years proven skills within in Customer Service Management/Team Leader capacity
Skills: Strong leadership, excellent communication, and negotiation skills
Attributes: Polite, confident, patient, and diplomatic when facing challenges
Technical Proficiency: Good knowledge of Microsoft applications, especially Word and Excel
Problem-Solver: Ability to manage complex customer and staff issues effectively

What we offer:

Competitive salary
Annual bonus
Excellent benefits
Free parking

Additional Information:

Job Posted:
October 29, 2025

Employment Type:

Fulltime

Work Type:

On-site work

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