Customer Service Team Manager

ReQuire Consultancy; Salisbury; On-site; GBP 35,000 - 50,000; Full time

Job summary

A leading consultancy is seeking a Customer Service Manager to enhance delivery for Key Accounts. This leadership role involves motivating a high-performing team, overseeing service levels, and driving process improvements while fostering strong internal and external relationships. Candidates should have a proven track record of effective team management and stakeholder engagement.

Benefits

Flexible working options

Generous benefits package

Qualifications

• Proven experience managing a high-performing customer service team.
• Strong leadership capability in a dynamic, service-led environment.

Responsibilities

• Leading and developing a customer service team across key account clients.
• Overseeing team capacity and ensuring consistent service levels.
• Using MI to identify trends and opportunities for improvement.

Skills

Stakeholder management

Team leadership

Customer-centric innovation

Change management

Job description

Customer Service Manager – Key Accounts

We are recruiting for a people-first leader to help shape the future of customer service delivery for our client's Key Accounts team.

This is a fantastic opportunity for someone with strong leadership experience, ideally within Financial Services or another fast-paced, customer-focused sector, who thrives on developing others and driving service excellence at scale.

You’ll be joining an established, high-performing team of approximately 25, working alongside another Customer Service Manager and reporting into the Head of Key Accounts. As the business continues to grow, your role will be instrumental in shaping the service model, coaching the team, and building scalable solutions to ensure our clients receive a consistently outstanding experience.

What you’ll be doing:

• Leading, motivating and developing a customer service team to deliver high-quality support across key account clients.
• Building strong internal and external relationships, and acting as a key point of contact on service performance.
• Overseeing team capacity and case volumes, ensuring workloads are balanced and service levels are consistently met.
• Conducting regular one-to-ones, coaching conversations and performance reviews to support individual and team growth.
• Playing an active role in recruitment, onboarding and the ongoing development of team members.
• Using MI and root cause analysis to identify trends, challenges and opportunities for improvement.
• Acting as a senior point of escalation for complex queries and ensuring positive, timely resolutions.
• Championing change initiatives and driving process enhancements that benefit both the team and the customer.

What we’re looking for:

• Proven experience managing or supervising a high-performing customer service team.
• Confident and compassionate leadership style, with a genuine passion for helping others succeed.
• Experience handling a high volume of customer interactions or cases, ideally in a regulated or structured environment.
• Strong stakeholder management skills – you’ll be comfortable navigating conversations at all levels.
• Great communicator, adaptable and solution-focused – someone who can manage change with positivity and clarity.
• Commercially aware with an eye for continuous improvement and customer-centric innovation.
• Prior experience in Financial Services is desirable, but not essential, the key is strong leadership capability in a dynamic, service-led environment.

Why join us?

We’re passionate about creating an environment where people can thrive and grow – and we’re proud of our supportive and collaborative culture. You’ll be part of a team that genuinely values each other, supports development, and takes pride in delivering a great experience to our customers.

We offer flexible working options, a generous benefits package, and the opportunity to be part of a business that’s ambitious, evolving, and driven by purpose.

Ready to lead, develop and make a real impact? I would love to hear from you, get in touch with me today - [e-mail] 07969912761