Customer Service Manager in Guildford

Office Angels; Guildford; On-site; GBP 45,000 - 55,000; Full time

Job summary

Office Angels in Guildford is seeking an experienced Customer Services Manager to lead a 20+ strong team and drive customer satisfaction at scale. The role is office-based, Monday to Friday, with a salary in the £45k–£55k range depending on experience, plus benefits and a performance bonus.

The successful candidate will review current processes, implement improvements, and explore IT/AI enhancements to further efficiency and reduce costs while maintaining staff and customer experience.

Qualifications

• Extensive experience in customer service management and leadership.
• An understanding of processes and how to optimise and improve them.
• Experience in integrating new technologies like AI into customer service.
• Ability to lead and support the customer service team.
• Understanding how great customer reviews can help grow a brand.

Responsibilities

• Manage reviews and performance monitoring for all customer service staff.
• Maintain a high level of customer engagement and satisfaction.
• Determine the team's performance standards
• Manage Key Performance Indicators (KPIs).
• Report back to senior directors on team performance.
• Review and implement new IT and/or AI based systems as required.
• Interview and hire new staff as and when required.
• Being final point of contact for unresolved customer complaints.

Skills

Customer service management

Leadership

Process optimization

AI integration

Team management

Tools

CRM software

Job description

Customer Service Manager

Guildford- Free Parking

£45K - £55K (DOE) - Benefits, Performance Bonus, Monthly Socials

This role is office based Monday - Friday

Overview:

Are you an experienced Customer Services Manager looking for a new challenge? Join my client who has rapidly grown in the last 5 years and is actively looking for an experienced Customer Service Manager to help improve and grow their already successful Customer Service Team.

The business specialises in manufacturing award winning products across UK & Europe and they have successfully built up their reputation in the market with award winning products.

As the Customer Services Manager you will be providing direction, support and coaching members of the 20+FTE Customer Service Team. You will be reviewing the current processes and adapting these to increase efficiency and reducing costs, whilst ensuring that the experience for the staff and the customer is improved.

Responsibilities:

• Manage reviews and performance monitoring for all customer service staff.
• Maintain a high level of customer engagement and satisfaction.
• Determine the team's performance standards
• Manage Key Performance Indicators (KPIs).
• Report back to senior directors on team performance.
• Review and implement new IT and/or AI based systems as required.
• Interview and hire new staff as and when required.
• Being final point of contact for unresolved customer complaints.

Experience/ Skills Required:

• Extensive experience in customer service management and leadership.
• An understanding of processes and how to optimise and improve them.
• Experience in integrating new technologies like AI into customer service.
• Ability to lead and support the customer service team
• An understanding of how great customer reviews can help grow a brand.

Office Angels is an employment agency. We are an equal opportunities employer who put expertise, energy, and enthusiasm into improving everyone's chance of being part of the workplace. We respect and appreciate people of all ethnicities, generations, religious beliefs, sexual orientations, gender identities, abilities and more. We do this by showcasing their talents, skills and unique experience in an inclusive environment that helps them thrive. If you require reasonable adjustments at any stage, please let us know and we will be happy to support you.

Office Angels is an employment agency and business. We are an equal-opportunities employer who puts expertise, energy and enthusiasm into improving everyone's chance of being part of the workplace. We respect and appreciate people of all ethnicities, generations, religious beliefs, sexual orientations, gender identities, abilities and more. By showcasing talents, skills and unique experiences in an inclusive environment, we help individuals thrive. If you require reasonable adjustments at any stage, please let us know and we will be happy to support you.

Office Angels acts as an employment agency for permanent recruitment and an employment business for the supply of temporary workers. Office Angels UK is an Equal Opportunities Employer.