Service Desk Manager

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

Benefits offered by this job

Flexible hours

Good public transport links nearby

Job summary

Office Angels in Chelmsford, Essex is seeking a Customer Service Manager to lead service operations and a team of five advisers. Salary is £40,000–£45,000 per annum for 40 hours per week with flexible hours.

The role focuses on driving efficiency, improving processes, and enhancing the customer experience. The successful candidate will own day-to-day operations, coach staff, handle escalations, and implement meaningful change across the organisation.

Qualifications

• Previous experience as 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.

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

Service Manager experience

Operations planning

Change management

Organisation

Communication

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.

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 UK is an Equal Opportunities Employer.