Customer Service Manager

Are you an experienced Customer Service Manager? Do you have a passion for delivering exceptional service and leading a high-performing team? I want to talk to you! I am looking for an experienced Customer Service Manager to join a leading organisation, managing a small and dedicated team. You’ll lead day-to-day operations, handle escalated homeowner complaints, and ensure the highest standards of customer satisfaction and brand reputation. Customer Service Manager Permanent  Salary: £35,000 – £40,000 per annum Monday to Friday 8:30am – 5:00pm Vauxhall, London Customer Service Manager Job Description • Lead, motivate, and develop a team of four Customer Service Advisors • Handle escalated homeowner complaints with empathy and professionalism • Liaise with internal departments, including the Legal and Accounts teams, to resolve complex cases • Manage customer refunds, write-offs, and authorise key service actions • Monitor online reviews (Trustpilot and Google), ensuring timely, brand-consistent responses • Provide regular reporting to the Head of Commercial on complaint trends and team performance • Identify and implement process improvements to enhance efficiency and the customer experience Customer Service Manager Essential Experience/Skills/Qualifications • Minimum 2 years’ experience as a Customer Service Manager or Team Leader • Strong background in B2C customer service • Preferable but not essential experience managing homeowner-related complaints • Ability to lead, motivate, and support a team in a fast-paced environment • Excellent communication, problem-solving, and conflict-resolution skills Customer Service Manager Company Benefits • 23 days holiday plus bank holidays • Pension scheme • On-site gym and canteen • Employee Assistance Programme If you feel you’re a good fit for this position, please click ‘apply’ or email me at (url removed)