Customer Service Manager - Growth & Coaching Lead

TELECOM ACQUISITIONS LTD; Horsham; On-site; GBP 40,000 - 45,000; Full time

Job summary

Telecom Acquisitions Ltd. in Horsham (On site) is seeking a Customer Service Manager to lead the support teams and drive service excellence. You will coach leaders, ensure fast, accurate customer interactions, and raise quality across care and technical support.

The role focuses on SLAs, team development, and process improvements to support a growing broadband and utilities portfolio. This is a permanent, full-time, on-site position in Horsham.

Qualifications

• Proven experience leading customer service or support teams.
• Strong knowledge of SLA management and service desk operations.
• Excellent communication and coaching abilities.
• Passion for customer satisfaction and continuous improvement.
• Detail-oriented mindset in fast-paced environments.

Responsibilities

• Oversee day-to-day operations of Customer Care and Technical Support teams.
• Ensure SLAs are met and exceeded through proactive leadership.
• Audit tickets, calls, and chats to improve first-time resolution and QA.
• Deliver regular coaching, 1:1s, and performance feedback.
• Collaborate with Commercial Director to streamline processes.
• Own quarterly training plan and foster growth and accountability.
• Monitor outsourced supplier performance and alignment with standards.

Skills

Leadership

Customer Service

SLA Management

Coaching

Attention to detail

Job description

Telecom Acquisitions Ltd. in Horsham (On site) is seeking a Customer Service Manager to lead the support teams and drive service excellence. You will coach leaders, ensure fast, accurate customer interactions, and raise quality across care and technical support.

The role focuses on SLAs, team development, and process improvements to support a growing broadband and utilities portfolio. This is a permanent, full-time, on-site position in Horsham.