Customer Service Manager — Lead 20+ Team, AI-Driven CX

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

Benefits offered by this job

Benefits

Performance bonus

Monthly socials

Job summary

Office Angels in Guildford is seeking a Customer Services Manager to lead a 20+ FTE team and drive service excellence. You will review, refine, and implement processes to boost efficiency, reduce costs, and improve customer and staff experiences.

The role is office-based, Monday to Friday, with potential benefits and a performance bonus, in a company known for strong UK and Europe presence. DOE salary £45k-£55k.

Qualifications

• Extensive experience in customer service management and leadership.
• Understanding of processes and how to optimise them.
• Experience integrating new technologies like AI into customer service.
• Ability to lead and support the customer service team.
• Understanding of 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

Leadership

Process optimization

AI integration

Team support

Customer experience

Job description

Office Angels in Guildford is seeking a Customer Services Manager to lead a 20+ FTE team and drive service excellence. You will review, refine, and implement processes to boost efficiency, reduce costs, and improve customer and staff experiences.

The role is office-based, Monday to Friday, with potential benefits and a performance bonus, in a company known for strong UK and Europe presence. DOE salary £45k-£55k.