Senior Customer Service Manager

Global Fire & Security Systems; Nottingham; On-site; GBP 30,000 - 45,000; Full time

Job summary

Global Fire & Security Systems is looking for a Senior Customer Service Manager in Nottingham to enhance customer satisfaction and lead a dedicated team. In this role, you will manage interactions, develop policies, and optimize service delivery while fostering team development. If you have strong leadership experience and a customer-oriented approach, we encourage you to apply for this rewarding opportunity.

Qualifications

• Demonstrable experience as a team leader or in a similar customer service role.
• Proven experience as an Operations Team Leader/Manager.
• Experience in providing customer support.

Responsibilities

• Manage a team to enhance customer satisfaction, loyalty, and retention.
• Develop and maintain service procedures, policies, and standards.
• Conduct performance management and team meetings.

Skills

Customer service orientation

Problem-solving

Communication

Team leadership

Adaptability

Education

GCSE Math and English at grade C or above

Job description

Global Fire and Security Systems

Location: Nottingham NG2

Position: Full Time - On site - £DOE

Welcome to Global

We provide solutions based on standards, experience, and technology to create seamless interactions within our customers' environments, satisfying their needs today and tomorrow.

Global Fire and Security Systems, established in Nottingham since 1999, has become a market leader in providing quality product solutions across the fire and security marketplace nationwide.

With a wealth of knowledge and experience, our directors have made Global an industry expert in the design, installation, commissioning, and maintenance of fire safety, fire suppression, and security systems.

Job Purpose

We are seeking an experienced Senior Customer Service Manager to effectively manage a team and ensure the smooth operation of its systems and functions. The goal is to enhance customer satisfaction, loyalty, and retention, and to meet their expectations.

Key Accountabilities

1. Improve customer service experiences, foster engaged customers, and facilitate organic growth.
2. Maintain real-time customer statuses reflecting field activities, including managing the customer portal and company database.
3. Take ownership of customer issues and follow through to resolution.
4. Develop, maintain, and optimize service procedures, policies, and standards.
5. Keep accurate records of customer interactions and actions.
6. Analyze statistics and compile records to achieve KPI and SLA targets.
7. Manage resources and assets to meet qualitative and quantitative goals.
8. Recruit, mentor, and develop team members, fostering an environment of encouragement and empowerment.
9. Conduct performance management, appraisals, and regular reviews to maintain high morale.
10. Hold team meetings and gather feedback for process and service improvements.
11. Manage absence, return-to-work, and holiday approval processes.
12. Ensure an orderly workflow according to priorities.
13. Model company values and delegate tasks effectively.
14. Complete housekeeping activities timely.
15. Promote accurate record-keeping within the database to improve communication and delivery.
16. Plan resources and conduct training to address knowledge gaps.
17. Develop and maintain service desk procedures, policies, and standards.
18. Use management information to compile reports for senior leadership and internal stakeholders.

About You

1. Demonstrable experience as a team leader or in a similar customer service role.
2. Proven experience as an Operations Team Leader/Manager.
3. Experience in providing customer support.
4. Knowledge of management methods and techniques.
5. Proficiency in English.
6. Ability to make sound decisions under pressure.
7. Strong client-facing and communication skills, both written and oral.
8. Positive attitude and adaptability to change.
9. Advanced troubleshooting and multitasking skills.
10. Customer service orientation.
11. Familiarity with customer portals for status updates.
12. Problem-solving skills.
13. Ability to prioritize workload and meet deadlines.
14. GCSE Math and English at grade C or above.
15. Experience working in a fast-paced customer service environment.
16. Knowledge of customer service principles and CRM systems.
17. Experience with problem-solving methodologies like Six Sigma is preferred.

Interested?

If this sounds like you, we would love to hear from you. Please send us your CV using the link below.

Even if your experience or qualifications don’t perfectly match every requirement, we encourage you to apply. We are committed to fostering a diverse, inclusive, and authentic workplace, and you may be the right fit for this or future roles.