Customer Service Manager

Get Staffed Online Recruitment Limited; Kingston upon Hull; On-site; GBP 30,000 - 45,000; Full time

Job summary

A leading company in the gaming industry is seeking a dedicated Customer Service Manager to lead their support services. This permanent full-time position involves managing a dynamic support team, ensuring exceptional service across multiple channels, and driving improvements in customer satisfaction. The ideal candidate will have experience in a similar role, excellent communication skills, and familiarity with support platforms like Zendesk.

Benefits

On-site Parking

Private Health Scheme

Annual Salary Reviews

Qualifications

• Experience managing a customer support team.
• Excellent written and verbal skills.
• Familiarity with customer support tools.

Responsibilities

• Manage daily operations of the support team.
• Ensure customer issues are resolved within agreed SLAs.
• Track replacement tablet requests and monitor turnaround times.

Skills

Communication

Organisational Skills

Problem Solving

Tools

Zendesk

Job description

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Are you adedicated and experienced Customer Service 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 gambling 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.

• Full-time – 40 hours
• Permanent – working in the office 5 days a week

Benefits They Offer

• 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

• 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.
• 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.
• 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.
• 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!