Customer Service Manager

Xma; Nottingham; On-site; GBP 70,000 - 95,000; Full time

Benefits offered by this job

Private Healthcare

Pension

25 days holiday rising to 30 over 5y

Group Life Insurance

Income Protection

Gym Discounts

Employee of the Quarter

Employee Referral program

Job summary

XMA is seeking an experienced Head of Customer Services to lead and inspire a high-performing team in Nottingham. This hands-on leadership role combines people leadership with operational delivery, ensuring excellent service levels while protecting commercial interests.

You'll use data and Power BI to drive capacity planning, identify risks, and implement improvements. Strong stakeholder management and post-sales process experience are essential.

Qualifications

• Significant experience leading a Customer Services or Customer Operations function.
• Strong people leadership, coaching and performance-management experience.
• Experience managing high-volume operations, SLAs, workloads and backlogs.
• Good commercial awareness across post-sales processes such as credits, returns, invoices.
• Proven ability to use management information and operational data to drive decisions.
• Experience with customer service, ERP or ticket-management systems.

Responsibilities

• Lead and develop the Customer Services team (6-8 people).
• Own day-to-day customer service operation and ensure service levels are met.
• Manage escalations and service recovery for strategic customers.
• Drive continuous improvement through data analysis, root-cause analysis and process standardisation.
• Lead daily operational reviews and monthly service reporting.
• Build strong cross-functional relationships to improve customer outcomes.

Skills

People leadership

Operational delivery

KPIs & data-driven improvements

Power BI experience

Stakeholder management

Tools

ERP systems

Ivanti

Prism

Power BI

Job description

Closing Date : 11 September 2026 12:00 pm

Job Description

Customer Services Manager

Location: Nottingham – Onsite

BENEFITS: Private Healthcare, Pension, 25 days holiday rising to 30 over 5 years, Group Life Insurance, Income Protection, Gym Discounts, Employee of the Quarter, Employee Referral program and many more.

At XMA, technology is only part of the story. Our success is built on talented people who are passionate about making a difference for customers, communities, and each other. For over 40 years, we've helped organisations across the UK unlock the power of technology. Today, we're one of the UK's leading independent technology partners, delivering innovative solutions that drive real-world outcomes across the public and private sectors. We believe in empowering our people to grow, challenge themselves, and achieve their ambitions. When you join XMA, you'll be part of a collaborative team where ideas are valued, development is encouraged, and your contribution has a genuine impact.

The opportunity

We’re looking for an experienced Head of Customer Services to lead, develop and inspire a high-performing customer services function.

This is a hands-on leadership role with real operational ownership. You’ll be responsible for ensuring customers receive an excellent and consistent service while making sure the function delivers against agreed service levels and protects the commercial interests of the business.

You’ll take ownership of the day-to-day customer service operation, leading the team, managing performance and capacity, resolving escalations and driving improvements to the way the department works.

What you’ll be doing

You’ll lead, coach and develop the Customer Services team (6-8 people), creating a culture of accountability, ownership and excellent customer service. You’ll maintain control of workloads, ticket queues, backlogs and operational priorities while ensuring agreed service levels are consistently achieved.

A key part of the role will be identifying where things can work better. You’ll use operational data and Power BI to understand demand, capacity and risk, while driving continuous improvement through root-cause analysis, process simplification, standardisation and automation.

You’ll also:

• Take ownership of escalations and service recovery for strategic customers.
• Maintain oversight of commercially important issues including credits, invoicing queries, returns and warranties.
• Develop the team through training, cross-skilling, succession planning and clear development plans.
• Build strong relationships across the wider business to resolve issues and improve customer outcomes.
• Lead daily operational reviews, weekly performance meetings and monthly service reporting.

What we’re looking for

You’ll be an established customer service or customer operations leader who is comfortable combining people leadership with operational delivery. You’ll know how to manage a busy service environment, use KPIs and data to improve performance, and bring structure and control to competing priorities.

We’re particularly interested in candidates with:

• Significant experience leading a Customer Services, Customer Operations or Service Delivery function.
• Strong people leadership, coaching and performance-management experience.
• Experience managing high-volume operations, SLAs, workloads and backlogs.
• A track record of improving processes and reducing repeat customer demand.
• Good commercial awareness, ideally across post-sales processes such as credits, returns, warranties or invoicing.
• Confidence using management information and operational data to make decisions.
• Strong stakeholder management and communication skills.
• Experience with customer service, ERP or ticket-management systems.

Experience within a technology, distribution or B2B environment would be particularly valuable, as would experience with Power BI, Halo, Ivanti, Prism or similar platforms. Lean, Six Sigma, ITIL or other Continuous Improvement qualifications would also be advantageous.

Inclusion at XMA

At XMA, we believe that diverse perspectives, experiences and backgrounds make us stronger. We are committed to creating a workplace where everyone feels respected, valued and empowered to be their authentic selves. We foster an inclusive culture where colleagues can thrive, regardless of age, disability, gender identity, race, ethnicity, religion or belief, sexual orientation, neurodiversity, caring responsibilities, socioeconomic background or any other aspect of their identity. Our goal is to ensure every employee has the opportunity to grow, contribute and succeed in an environment built on fairness, respect and belonging.

We know that creating an inclusive workplace is an ongoing journey, and we are committed to listening, learning and taking meaningful action to ensure all our people can achieve their full potential.

Disability Confident Leader

Government's Disability Confident scheme. This reflects our commitment to removing barriers and ensuring disabled people have equal opportunities to join, develop and progress within our organisation.

As part of this commitment, we operate a Guaranteed Interview Scheme, offering an interview to candidates with a disability who meet the essential criteria for the role.

We will always consider reasonable adjustments throughout the recruitment process and during employment to ensure candidates and colleagues can fully participate and perform at their best. If you require any adjustments during the application or interview process, please contact us at [e-mail], and we will be happy to support you.

Keywords: customer services manager, customer services team leader, head of customer service, customer operations

Company Overview

Established in the 80’s, XMA has grown to become one of the top ten largest value-added resellers in the UK. Today, we’re an independent UK company with full geographic coverage – and our skilled workforce serves a diverse customer base across the public and private sector.

We win awards for our ability to help organisations and users achieve more with technology. We specialise in realising individual ambitions to transform and evolve. We consult, define, adapt and deliver on real-life outcomes. We collaborate closely to bring that positive impact home.