Role Overview:

We are seeking an experienced and motivated Customer Service Manager to lead our customer support team in Manchester. The successful candidate will oversee day-to-day operations, ensure high standards of service, and drive improvements that enhance customer satisfaction and loyalty.

Key Responsibilities:

Lead, coach, and motivate the customer service team to achieve performance targets.

Develop and implement customer service policies, procedures, and standards.

Monitor customer interactions and feedback to ensure exceptional service delivery.

Handle escalated complaints and resolve issues promptly and professionally.

Prepare and analyze reports on service performance and customer satisfaction metrics.

Collaborate with other departments (sales, operations, projects) to ensure seamless service.

Train and develop staff in communication, product knowledge, and problem-solving.

Identify opportunities to improve processes, efficiency, and overall customer experience.

Stay informed on customer service best practices and apply them within the business.

Requirements:

Proven experience as a Customer Service Manager or in a senior customer service role.

Strong leadership and team management skills.

Excellent communication, negotiation, and interpersonal abilities.

Ability to remain calm and professional under pressure.

Strong problem-solving and decision-making skills.

Proficiency in CRM systems and Microsoft Office (or similar tools).

Bachelor’s degree in Business Administration, Management, or related field (preferred).

Key Skills:

Customer-first mindset

Leadership and staff development

Strong organizational and multitasking skills

Data-driven decision making and reporting

Conflict resolution and problem-solving

Salary & Benefits:

Competitive salary (dependent on experience)

Performance-based bonuses

Health and wellness benefits

Ongoing training and career progression opportunities