Customer Service Manager

www.findapprenticeship.service.gov.uk - Jobboard; Hull and East Yorkshire; On-site; GBP 30,000 - 35,000; Full time

Job summary

A leading gaming company in the UK is seeking a Customer Support Manager to lead their support services across hardware and digital platforms. The role involves managing daily operations, ensuring high-quality customer service, and driving improvements in team performance. Ideal candidates will have experience in customer support management, excellent communication skills, and a passion for the gaming industry. This is a full-time, on-site position offering a salary between £30,000 and £35,000 depending on experience.

Benefits

Competitive salary

On-site parking

Private Health Scheme

Annual Salary Reviews

Qualifications

• Experience managing or supervising a customer support or service desk team.
• Comfortable working in a hybrid support environment (hardware and online services).
• Gaming, arcade, or bingo industry experience is a plus.

Responsibilities

• Manage the support team's day-to-day tasks.
• Oversee Zendesk activity and ensure timely resolution of customer issues.
• Drive improvements in customer satisfaction and first-response times.

Skills

Excellent written and verbal communication skills

Strong organisational abilities

Problem-solving skills

Familiarity with Zendesk

Job description

Are you adedicated and experienced Customer Support Manager,looking for an opportunity where your hard work and expertise are truly valued?

Do you want to join a supportive environment that recognises and appreciates your diligent efforts?

Are you apassionate Customer Service/Support Manager and Enthusiast,working in the Gaming Industry, and eager to advance your career within aworld-class business?

Imagine being part of afast-paced, dynamic, established business that is committed to growth through top-class products and exceptional Customer Service Systems, and where yourachievements are celebrated.

If this is you, then read on.

Our client supplies and services tablets for bingo halls and arcades and operates a successful online bingo and casino platform.

They are looking for a hands-on, driven, Customer Support Manager to lead and enhance their Support Services across all channels, which include both hardware and digital customer needs.

As Customer Support Manager, you'll be responsible for ensuring their Support Services are efficient, professional, and responsive. You'll manage daily operations of the support team (including inbound calls, emails, Zendesk ticketing and engineer assignments), maintain high standards of communication, and oversee timely resolution of issues, particularly the prompt turnaround of replacement tablets and high-quality online responses.

Hours & Salary:

- Full-time (40 hours), Permanent working in the office 5 days a week.

- £30,000 - £35,000 dependent on experience.

Benefits They Offer:

- Competitive salary

- The opportunity to work within a dynamic and rapidly growing industry

- Be part of a growing team, dedicated to responsible and ethical business practices

- On-site parking

- Private Health Scheme

- Annual Salary Reviews

Key Responsibilities

Team Leadership & Oversight:

- Manage the support team's day-to-day tasks.

- Organise rotas, holidays, and on-call schedules, ensuring coverage during peak hours (8 am - midnight, 7 days a week).

- Provide coaching and feedback to team members.

Zendesk & Online Support Quality:

- Oversee Zendesk activity - monitor ticket volume, assign tasks, review grammar and tone in responses.

- Implement email response templates and a tone-of-voice guide for consistent customer communication.

- Ensure customer issues are resolved within agreed SLAs.

Tablet Repairs & Replacements:

- Track replacement tablet requests, monitor turnaround times, and liaise with the repairs/logistics team.

- Identify and remove blockers that delay replacements.

Process & Reporting:

- Set KPIs and prepare monthly reports on support performance.

- Drive improvements in customer satisfaction and first-response times.

- Introduce checklists and escalation processes.

Cross-Department Collaboration:

- Work with technical support, repairs, and online operations teams to resolve escalations.

- Attend relevant planning meetings to stay ahead of product changes and upcoming launches.

Ideal Candidate:

- Experience managing or supervising a customer support or service desk team.

- Excellent written and verbal communication skills.

- Strong organisational and problem-solving abilities.

- Familiarity with Zendesk or similar support platforms.

- Comfortable working in a hybrid support environment (hardware and online services).

- Gaming, arcade, or bingo industry experience is a plus.

In Summary

If you want to join a well-established business with a great reputation and big aspirations, and be a major part of their future growth, then this is the role for you.

Our client's selection process is unique in the marketplace and attracts motivated, productive team members, who they know will be successful and have a great career with them.

They look forward to hearing from you. Don't miss this opportunity! Start your application NOW!