Customer Service Manager

ACS Business Performance Ltd; England; On-site; GBP 30,000 - 45,000; Full time

Job summary

A leading company in providing customer-centric services is seeking a Customer Service Manager to lead their Service Desk operations. This role entails managing daily operations, enhancing service delivery, and empowering teams to achieve outstanding performance while leveraging technology for efficiency. An excellent opportunity for candidates passionate about team development and service excellence.

Qualifications

• Proven leadership in customer service or service desk environments.
• Experience managing teams and coaching team leads.
• Ability to track KPIs and manage ticket volumes.

Responsibilities

• Oversee daily operations of the Service Desk.
• Drive service excellence and improve service levels.
• Develop employees through effective communication training.

Skills

Leadership

Performance and accuracy

Coaching

Analytical skills

Communication

Proactiveness

Job description

We're recruiting a Customer Service Manager (CSM) for a fast–paced customer–centric business. This leadership role oversees the day–to–day operations of the Service Desk, ensuring customers receive outstanding support and care while continually improving service levels and team performance.

The ideal candidate would have;

• Proven leadership in customer service or service desk environments, with experience managing teams, coaching team leads, and continuously raising the bar for what "good" looks like in service delivery.
• Strong focus on performance and accuracy, able to track and report on KPIs, manage high ticket volumes, and ensure quality assurance across all channels while meeting SLAs.
• Passionate about developing people, especially in professional communication–skilled at training junior staff to handle diverse customer interactions confidently and effectively.
• Confident in driving efficiency through technology, including introducing AI and support tools to streamline processes, reduce costs, and enhance the overall customer experience.
• Proactive, analytical, and highly communicative, with the ability to plan ahead, identify improvement opportunities, and present clear data–driven insights to senior leadership.

This is a great opportunity to lead a growing team, drive service excellence, and make a visible impact in a collaborative and high–performance environment.

ACS are recruiting for a Customer Service Manager. If you feel that you have the skills and experience required in this advertisement to be a Customer Service Managersubmit your CV including an outline of your experience as a Customer Service Manager. It is always a good idea to include a covering letter outlining your experience as a Customer Service Manager with your application as this will enhance your chances of selection and improve your prospects of landing the Customer Service Managerrole you desire.