Customer Experience Manager: Support & Growth Leader

Telecom Acquisitions Limited; Horsham; On-site; GBP 40,000 - 52,000; Full time

Job summary

A telecommunications company in Horsham is seeking a Customer Service Manager to lead the customer support teams. This role involves overseeing operations, ensuring SLAs are met, and coaching team members for excellence. The ideal candidate has proven experience in customer service management and a passion for delivering exceptional customer experiences. This is a full-time position offering opportunities for growth and collaboration.

Qualifications

• Proven experience managing customer service or support teams.
• Strong understanding of SLA management and service desk operations.
• A passion for customer satisfaction and continuous improvement.

Responsibilities

• Oversee day-to-day operations of Customer Care and Technical Support teams.
• Ensure SLAs are met and exceeded through proactive leadership.
• Audit tickets, calls, and chats to drive first-time resolution.

Skills

Customer service team management

SLA management

Excellent communication skills

Coaching and team-building

Detail-oriented mindset

Job description

A telecommunications company in Horsham is seeking a Customer Service Manager to lead the customer support teams. This role involves overseeing operations, ensuring SLAs are met, and coaching team members for excellence. The ideal candidate has proven experience in customer service management and a passion for delivering exceptional customer experiences. This is a full-time position offering opportunities for growth and collaboration.