Customer Service Manager

ARC (Norwich) Ltd; Duxford; On-site; GBP 60,000; Full time

Job summary

A well-established building services company is seeking an experienced Inbound Customer Service Manager to lead a team of five customer service coordinators. This role is key in delivering a high-quality customer experience, managing inbound enquiries, and ensuring efficient service delivery. The ideal candidate will have a strong background in customer service and team management. The position offers a salary of up to £60,000 depending on experience, opportunities for career progression, and is based in Cambridge.

Benefits

Career progression

Supportive leadership team

Visible senior role

Qualifications

• Proven experience managing an inbound customer service or contact centre team.
• Strong customer service background within a fast-paced, service-led environment.
• Excellent communication skills with confidence handling escalations and complaints.

Responsibilities

• Lead, manage and motivate a team of 5 inbound customer service coordinators.
• Oversee all inbound enquiries via phone, email and written correspondence.
• Liaise closely with engineering and operational teams for service delivery.

Skills

Team management

Customer service expertise

Excellent communication

CRM software competency

Organizational skills

Tools

MS Office (Word, Excel, Outlook)

Job description

Inbound Customer Service Manager

Salary: up to £60,000 DOE
Location: Cambridge
Sector: Building Services (Domestic & Commercial)

Important: Unfortunately, our client is unable to offer visa sponsorship for this role. Only candidates with the existing right to work in the UK should apply.

We are recruiting on behalf of a well-established building services company seeking an experienced Inbound Customer Service Manager to lead their customer contact function.

This role will manage a team of five customer service coordinators, handling inbound customer enquiries via phone and written channels. The successful candidate will play a key role in delivering a high-quality customer experience while working closely with operational teams across plumbing, electrical, air conditioning and general building services. Sector relevant expereince is not essential.

Responsibilities

• Lead, manage and motivate a team of 5 inbound customer service coordinators
• Oversee all inbound enquiries (telephone, email and written correspondence)
• Act as the escalation point for complex customer queries and complaints
• Ensure clear communication with customers regarding job progress, scheduling and outcomes
• Liaise closely with engineering and operational teams to ensure efficient service delivery
• Monitor workloads, scheduling and service requests to meet customer expectations
• Recruit, onboard and train new team members as required
• Conduct regular performance reviews, coaching sessions and team meetings
• Review work orders, invoices and time reports for accuracy and billing support
• Identify and implement improvements to customer service processes and workflows
• Attend senior management meetings and provide service performance updates

Candidate Profile

• Proven experience managing an inbound customer service or contact centre team
• Strong customer service background within a fast-paced, service-led environment
• Excellent communication skills with confidence handling escalations and complaints
• A people-focused manager who can coach, motivate and develop a team
• Highly organised with strong attention to detail and ability to manage competing priorities
• Comfortable using CRM, scheduling or job management systems
• Competent with MS Office (Word, Excel, Outlook)
• Experience within building services, trades, facilities management or similar sectors is advantageous but not essential
• Able to work under pressure and manage customer expectations effectively

What’s on Offer

• Salary up to £60,000 depending on experience
• Senior, visible role within a growing and well-established business
• Opportunity to shape and improve the customer service function
• Supportive leadership team and long-term career progression

If you would like to know more, get in touch with Harry Severn at ARC - [e-mail]