Customer Service Manager

Top Advice Limited; London; On-site; Full time

Job summary

A consulting firm in London is seeking a Customer Service Manager to oversee client interactions and manage a growing support team. The ideal candidate will have at least 3 years of experience in a similar role, demonstrating excellent leadership and communication skills. Responsibilities include improving service processes, handling escalated issues, and ensuring high-quality client support. This position offers a competitive salary and opportunities for professional development.

Benefits

28 days paid annual leave

Pension scheme enrollment

Opportunities for professional development

Qualifications

• Minimum of 3 years’ experience in a customer service or client-facing managerial role.
• Excellent verbal and written communication skills.
• Strong leadership and team management skills.

Responsibilities

• Lead the customer service team and ensure clients receive quick, helpful support.
• Handle complex or escalated client issues in a calm and professional way.
• Create and improve customer service processes to increase efficiency.

Skills

Leadership

Conflict resolution

Team management

Excellent communication

CRM systems proficiency

Ability to work under pressure

Tools

Microsoft Office

Reporting tools

Job description

Overview

Location: London, United Kingdom. Company: Top Advice Ltd. Salary: £30,000 – £35,000 per year (depending on experience). Job Type: Full-time, In-Person. Expected Start Date: 14 November 2025.

Top Advice Ltd is a well-established consultancy based in London, offering a range of services including accountancy, HR, business management support, and regulated business-related training and qualifications. We work with a diverse client base across the UK and beyond, helping individuals and businesses thrive with tailored professional support.

Job Summary

We are seeking a skilled and empathetic Customer Service Manager to lead our client-facing operations. The successful candidate will oversee daily customer interactions, ensure a high-quality service experience, resolve queries efficiently, and manage a growing support team. This is a leadership role requiring an operational focus and a strong passion for customer satisfaction.

Duties and Responsibilities

• Client Support & Team Management: Lead the customer service team and ensure clients receive quick, helpful support.
• Handle complex or escalated client issues in a calm and professional way.
• Oversee all communication channels like phone, email, and face-to-face.
• Process Improvement & Staff Training: Create and improve customer service processes to increase efficiency; train and guide team members to provide excellent service; suggest improvements based on client feedback and team performance.
• Quality Monitoring & Reporting: Track service metrics such as response time and customer satisfaction; share regular reports with management; use feedback to improve service quality.
• Teamwork & Coordination: Work with HR, Admin, and Accounts to resolve client issues; keep records of client interactions updated in the CRM system; ensure timely and accurate communication and follow-up with clients.

Essential Skills and Qualifications

• Minimum of 3 years’ experience in a customer service or client-facing managerial role.
• Strong leadership, conflict resolution, and team management skills.
• Excellent verbal and written communication skills.
• Ability to work under pressure and manage multiple priorities.
• Proficiency with CRM systems, Microsoft Office, and basic reporting tools.

Desirable

• Background in business consultancy, accountancy, or HR services.
• Familiarity with regulated training or education services.
• Experience in managing professional clients and B2B communication.

What We Offer

• Competitive salary: £30,000 – £35,000 (based on experience).
• 28 days paid annual leave (including public holidays).
• Pension scheme enrollment.
• Opportunities for professional development and leadership growth.
• A supportive and collaborative work culture.

Location

Work Address: 10–17 Sevenways Parade, Gants Hill, London, IG2 6JX.

Application Information

Application Deadline: 30 September 2025. Expected Start Date: 14 November 2025. Apply now by sending your CV and cover letter.

Experience: Required
Languages: English – Advanced
Employment: Full-time
Salary: £14 – £20 hourly

About Top Advice Limited: Top Advice is at the forefront of business management services, offering innovative solutions that foster intellectual growth and active engagement. Our portfolio includes regulated accountancy services and bespoke, certified qualifications.