Sr Manager Customer Service UK & Ireland

TN United Kingdom; United Kingdom; On-site; GBP 40,000 - 80,000; Full time

Job summary

An established industry player is seeking a Senior Manager to lead its Customer Services across the UK and Ireland. This role involves overseeing a large team, driving customer satisfaction, and enhancing service excellence. The ideal candidate will have substantial experience in managing multi-site customer service teams, focusing on quality and sales through service. You will collaborate with various functions to develop strategies that foster engagement and organic growth. If you are passionate about customer service and have strong leadership skills, this opportunity is perfect for you.

Qualifications

• 5+ years of experience managing customer service teams, preferably in retail.
• Strong leadership skills and commitment to team success.

Responsibilities

• Lead customer service teams across multiple sites, developing high-performing teams.
• Manage resources to meet KPIs and service levels according to company standards.

Skills

Leadership Skills

Customer Satisfaction

Communication Skills

Problem-Solving

Organizational Skills

Multitasking

Job description

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Client:

Viking Europe

Location:

Job Category:

Customer Service

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EU work permit required:

Yes

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Job Reference:

2ca4732bc966

Job Views:

12

Posted:

29.04.2025

Expiry Date:

13.06.2025

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Job Description:

At Viking, we are passionate about customer service!

Our reputation as experts in workplace solutions is built on delivering a first-class experience throughout the customer order cycle—order management, queries, and delivery information. This service excellence helps us build long-term relationships with our customers.

Due to internal progression, Viking is recruiting a Senior Manager to lead our Customer Services in the UK and Ireland region.

You will oversee a team of 6 Managers and approximately 90 customer service professionals, including advisors, trainers, back-office support, and quality specialists, across hubs in Leicester, Manchester, and Ireland.

The ideal candidate will have at least 5 years of experience leading multi-site customer service teams in the UK, with a focus on quality, customer experience, and sales through service. You should be comfortable working with regional management teams, driving results, motivating staff, and focusing on KPIs and departmental goals.

You will regularly collaborate with European and local functions (logistics, sales, marketing), building relationships across regions, sharing best practices, and working collaboratively to improve the customer service function.

Responsibilities

• Lead customer service teams across multiple sites, developing high-performing teams through talent and culture initiatives.
• Manage resources to meet KPIs and service levels according to Viking standards.
• Contribute to sales and profitability by devising strategies for cross-selling and up-selling.
• Develop regional customer service strategies and programs.
• Oversee all customer service operations, including policies and procedures.
• Ensure continuous process, system, and communication improvements.
• Enhance customer experience, foster engagement, and support organic growth.
• Coordinate resolution of complex issues across functions.
• Analyze root causes of customer issues to prevent recurrence.
• Lead process improvements, system development, and rollout of new solutions.
• Create an inspiring work environment aligned with Viking values.
• Handle hiring, promotions, disciplinary actions, and performance evaluations for direct reports.

Skills & Experience required:

• Passion for customer satisfaction and service excellence.
• Strong leadership skills; committed to team success and development.
• At least 5 years' experience managing customer service teams, preferably in retail.
• Excellent written and verbal communication skills.
• Outstanding organizational, problem-solving, and multitasking abilities.
• Self-motivated, proactive, with minimal supervision.