Customer Service Manager

ACS Performance; Horsham; On-site; GBP 35,000 - 55,000; Full time

Job summary

A leading company in the customer service sector is seeking a Customer Service Manager to lead its Service Desk operations. The role includes managing a dedicated team, ensuring service excellence, and implementing technology solutions to enhance customer interactions. Ideal candidates will demonstrate strong leadership, analytical ability, and a passion for developing team members.

Qualifications

• Proven leadership in customer service or service desk environments.
• Experience managing teams and track/reporting on KPIs.
• Ability to drive efficiency through technology.

Responsibilities

• Oversee day-to-day operations of the Service Desk.
• Ensure customers receive outstanding support and care.
• Continuously improve service levels and team performance.

Skills

Leadership

Performance Management

Communication

Analytical Skills

Customer Service Excellence

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.