Customer Service Manager

Telecom Acquisitions Limited; Horsham; On-site; GBP 40,000 - 52,000; Full time

Job summary

A telecommunications company in Horsham is seeking a Customer Service Manager to lead the customer support teams. This role involves overseeing operations, ensuring SLAs are met, and coaching team members for excellence. The ideal candidate has proven experience in customer service management and a passion for delivering exceptional customer experiences. This is a full-time position offering opportunities for growth and collaboration.

Qualifications

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

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 drive first-time resolution.
• 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.

Skills

Customer service team management

SLA management

Excellent communication skills

Coaching and team-building

Detail-oriented mindset

Job description

Telecom Acquisitions Limited provided pay range

This range is provided by Telecom Acquisitions Limited. Your actual pay will be based on your skills and experience — talk with your recruiter to learn more.

Base pay range

Direct message the job poster from Telecom Acquisitions Limited

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.

Seniority level

Mid-Senior level

Employment type

Full-time

Job function

Customer Service

Industries

Telecommunications