Service Desk Manager

Office Angels; Chelmsford; On-site; GBP 40,000 - 45,000; Full time

Job summary

Office Angels is seeking a Customer Service Manager in Chelmsford, Essex. The role focuses on owning service operations, driving efficiency and improving customer experience to support day-to-day delivery.

You will lead a team of five advisors, review performance, coach staff and implement process improvements in a busy environment. The position offers flexibility with hours and robust transport access.

Qualifications

• Experience as a Service Manager, Operations or Planning role.
• Confident decision maker in fast-paced environments.
• Proven ability to implement change and improve processes.
• Organised, resilient and solutions-focused.

Responsibilities

• Overseeing and coordinating day-to-day service operations
• Managing a team of 5 customer service advisors
• Managing workloads, schedules and performance to maximise efficiency
• Conducting reviews and regular one-to-one meetings
• Providing coaching and training where needed
• Dealing with escalated requests and complaints
• Acting as a key link between teams to ensure seamless communication
• Identifying areas for improvement and implementing positive change

Skills

Strong communication

Customer-first approach

Highly organised

Change implementation

Job description

Customer Service Manager
Chelmsford, Essex
£40,000 - £45,000 per annum
40 hours per week (Flexible)

An exciting opportunity has arisen for an experienced Customer Service Manager to join a growing business where you can truly make an impact. This is a pivotal role at the heart of the organisation, where you will take ownership of service operations, driving efficiency, improving processes, and implementing meaningful change. You will play a key part in ensuring smooth day to day delivery while continuously enhancing performance and customer experience.

What you will be doing:

• Overseeing and coordinating day to day service operations
• Managing a team of 5 customer service advisors
• Managing workloads, schedules, and performance to maximise efficiency
• Conducting reviews, and regular one to one meetings
• Providing coaching and training where needed
• Dealing with escalated requests and complaints
• Acting as a key link between teams to ensure seamless communication
• Identifying areas for improvement and implementing positive change

About you:

• Previous experience in a Service Manager, Operations, or Planning role
• A confident decision maker who thrives in a fast paced environment
• Proven ability to implement change and improve processes
• Highly organised, resilient, and solutions focused
• Strong communication skills with a customer first approach

Please Note: No on-site parking, but excellent public transport links nearby.

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.