Customer Service Manager

Recruitment Direct; Leominster; Hybrid; GBP 60,000 - 80,000; Full time

Job summary

A leading recruitment agency in the UK is seeking an experienced Customer Service Manager to oversee a team and meet service and performance targets. This role includes strategic planning and operational oversight with mostly remote work, requiring strong leadership and organizational skills. The ideal candidate will have a proven record in managing customer relationships and operational delivery.

Benefits

Competitive salary

23 days annual leave plus bank holidays

Work from home 4 days a week

Qualifications

• Experience leading teams in a customer service environment.
• Ability to manage customer relationships effectively.
• Strong track record in operational delivery and planning.

Responsibilities

• Lead and manage a team to achieve service levels and KPIs.
• Review SLA performance and report to senior management.
• Manage resources to meet operational objectives.

Skills

Leadership experience

Customer relationship management

Strategic approach

Commercial awareness

Planning and organizational skills

Presentation skills

Job description

We are seeking an experienced Customer Service Manager to join our client on a full time and permanent basis, in a mostly remote capacity working from the office 1 day per week.

The successful candidate will lead and manage a team of customer service colleagues, ensuring they achieve service levels and key performance targets. As a key person within the operations team, you will contribute to strategic and operational planning to support overall business and quality objectives, while monitoring productivity and work in progress to drive efficiency and continuous improvement.

What you can expect:

• Salary: competitive
• Working hours: 37.5 hours per week, Monday to Friday
• Home based 4 days per week, and 1 day per week in the office
• Permanent
• 23 days annual leave plus bank holidays

What you will be doing:

• Review and present SLA performance and data monthly for the senior management team
• Oversee daily and weekly reporting to identify and resolve potential SLA risks
• Ensure report QA completion to meet month‑end revenue targets
• Manage resources effectively to meet operational objectives
• Maintain strong communication with external customers and provide operational support across the business
• Support documentation of key processes, training materials, job descriptions, and competencies
• Manage operational impacts of changes, ensuring system/process updates are understood and resourced appropriately with business case support
• Be proactively responsible for staff motivation
• Responsible for performance management and motivation of team

What we are looking for:

• Leadership experience within a customer service environment
• Able to effectively manage customers relationships at a senior level
• A strategic approach to meeting targets and business plans
• Commercial awareness
• Track record of managing and planning operational delivery
• Exceptional planning and organisational skills
• Excellent oral and written presentation skills

Recruitment Direct Leominster Ltd is acting as an Employment Agency in relation to this vacancy. We are an Equal Opportunities Employer. In order to be considered for this role, you must be able to provide proof of your eligibility to work in the UK.