Customer Service Manager — Lead, Coach & Optimize Support

Hollybank Trustees Ltd; Horsham; On-site; GBP 40,000 - 45,000; Full time

Job summary

Telecom Acquisitions in Horsham, West Sussex, is seeking a Customer Service Manager to lead our support teams on site. You’ll drive service excellence across Customer Care and Technical Support, mentor team leaders, and ensure high-quality customer interactions aligned with SLAs.

Join a growth-focused, customer-first environment where coaching, process improvements, and collaboration with the Commercial Director shape efficient operations and outstanding service delivery.

Qualifications

• Proven experience managing customer service or support teams.
• Strong understanding of SLA management and service desk operations.
• Excellent communication, coaching, and team-building skills.

Responsibilities

• Oversee day-to-day operations of our Customer Care and Technical Support teams.
• Ensure SLAs are met and exceeded through smart triaging and proactive leadership.
• Audit tickets, calls, and chats to drive first-time resolution and quality assurance.
• Deliver regular coaching, 1:1s, and performance feedback to team members.
• Collaborate with the Commercial Director to streamline processes and boost efficiency.
• Own the quarterly training plan and foster a culture of growth and accountability.
• Monitor outsourced supplier performance and ensure alignment with our service standards.

Skills

Customer service management

SLA management

Coaching

Communication

Team leadership

Job description

Telecom Acquisitions in Horsham, West Sussex, is seeking a Customer Service Manager to lead our support teams on site. You’ll drive service excellence across Customer Care and Technical Support, mentor team leaders, and ensure high-quality customer interactions aligned with SLAs.

Join a growth-focused, customer-first environment where coaching, process improvements, and collaboration with the Commercial Director shape efficient operations and outstanding service delivery.