Customer Service Manager

TELECOM ACQUISITIONS LTD; Horsham; On-site; GBP 40,000 - 45,000; Full time

Job summary

Telecom Acquisitions Ltd. in Horsham (On site) is seeking a Customer Service Manager to lead the support teams and drive service excellence. You will coach leaders, ensure fast, accurate customer interactions, and raise quality across care and technical support.

The role focuses on SLAs, team development, and process improvements to support a growing broadband and utilities portfolio. This is a permanent, full-time, on-site position in Horsham.

Qualifications

• Proven experience leading customer service or support teams.
• Strong knowledge of SLA management and service desk operations.
• Excellent communication and coaching abilities.
• Passion for customer satisfaction and continuous improvement.
• Detail-oriented mindset in fast-paced environments.

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 improve first-time resolution and QA.
• Deliver regular coaching, 1:1s, and performance feedback.
• Collaborate with Commercial Director to streamline processes.
• Own quarterly training plan and foster growth and accountability.
• Monitor outsourced supplier performance and alignment with standards.

Skills

Leadership

Customer Service

SLA Management

Coaching

Attention to detail

Job description

Customer Service Manager

Date Posted: 2026-09-21

Location: Horsham, West Sussex, GB, RH12 1

Work Type: Any

Application Deadline: 2026-12-22 07:01:19.327

Job Details

Location: On site / Piries Pl, Horsham RH12 1EH, UK
Job type: Permanent / Full-time
Sector and subsector: Communications | Digital
Annual Salary range: from £40,000.00 to £45,000.00

Job Description

Customer Service Manager

Horsham, West Sussex
Full-time

Are you a natural leader with a passion for delivering exceptional customer experiences? Telecom Acquisitions is looking for a proactive and people-focused Customer Service Manager to lead our dynamic support team during an exciting phase of growth.

As the driving force behind our Customer Care and Technical Support desks, you'll ensure every customer interaction is handled with care, speed, and precision. You'll coach and empower team leaders, champion quality, and continuously raise the bar for service excellence.

What You'll Be Doing:

• Oversee day-to-day operations of our Customer Care and Technical Support teams
• Ensure SLAs are met and exceeded through smart triaging and proactive leadership
• Audit tickets, calls, and chats to drive first-time resolution and quality assurance
• Deliver regular coaching, 1:1s, and performance feedback to team members
• Collaborate with the Commercial Director to streamline processes and boost efficiency
• Own the quarterly training plan and foster a culture of growth and accountability
• Monitor outsourced supplier performance and ensure alignment with our service standards

What You'll Bring:

• Proven experience managing customer service or support teams
• Strong understanding of SLA management and service desk operations
• Excellent communication, coaching, and team-building skills
• A passion for customer satisfaction and continuous improvement
• Detail-oriented mindset with the ability to thrive in a fast-paced environment

Why Join Us?

We're part-owned by TalkTalk and rapidly expanding in the broadband and utilities space. At Telecom Acquisitions, you'll find a collaborative culture, real opportunities for growth, and a team that celebrates innovation and customer-first thinking.