Customer Service Manager

ACS Business Performance Ltd; England; On-site; GBP 50,000 - 70,000; Full time

Job summary

A dynamic technology firm in the UK is seeking an experienced Customer Service Manager to lead a large team in Customer Support & Service Desk operations. The successful candidate will ensure service excellence, manage performance metrics, and mentor team members. This role demands strong leadership and a passion for developing people, particularly junior staff. A background in managing multi-functional teams and knowledge of tech support is desirable.

Qualifications

• Strong experience managing a large, multi-functional customer support team (40+).
• Proven leadership in a service desk or technical support environment.
• Passion for developing people, especially mentoring younger team members.

Responsibilities

• Lead and manage a support operation of 40+ people across multiple support functions.
• Oversee daily service desk performance and ticket triage.
• Coach and develop junior staff to build capability and confidence.

Skills

Managing a large customer support team

Coaching and mentoring

SLA/KPI management

Exceptional communication

Problem-solving abilities

Job description

Overview

A fast-paced, customer-centric technology business is seeking a Customer Service Manager (CSM) to lead its Customer Support & Service Desk operations. The role involves managing a large team (40+ people) across customer care and technical support, ensuring service excellence, rapid resolution, and team development.

You'll be accountable for delivering exceptional customer experience, meeting service levels, and fostering a high-performing, collaborative team environment. The successful candidate will be a hands-on leader, passionate about team development, particularly in coaching and mentoring younger or early-career team members.

Key Responsibilities

• Lead and manage a support operation of 40+ people, across multiple support functions.
• Oversee daily service desk performance, ticket triage, escalations, and SLA adherence.
• Coach and develop junior staff and early-career professionals to build capability and confidence.
• Support Team Leaders in performance management, quality auditing, and 1-2-1 coaching.
• Act as escalation point for major incidents and customer complaints.
• Own and report on team KPIs and service metrics to the Senior Management Team.
• Maintain ISO/GDPR compliance, CRM accuracy, and internal process adherence.
• Champion continuous improvement and service innovation across people, processes, and tools.

Key Skills & Experience

• Strong experience managing a large, multi-functional customer support team (40+).
• Proven leadership in a service desk or technical support environment.
• Passion for developing people - especially mentoring younger team members.
• Skilled in SLA/KPI management, reporting, and quality assurance.
• Exceptional communication, organisation, and problem-solving abilities.
• Knowledge of telecoms, broadband or tech support is beneficial.
• Experience working within ISO and GDPR-compliant environments.