Customer Service Manager - UNDER

Key Responsibilities

• Lead, manage and develop a Customer Service team (UK & overseas)
• Handle complex and escalated customer complaints with professionalism and commercial awareness
• Create and implement structured training programmes
• Review and improve customer service processes, SLAs and KPIs
• Work cross-functionally to enhance the end-to-end customer journey
• Support the rollout of a knowledge-based AI customer support tool
• Monitor complaint trends and implement preventative measures

• Proven experience in Customer Success / Customer Experience Management
• Strong call centre / contact centre background (essential)
• Experience managing teams (including remote/offshore)
• Ability to balance customer empathy with business needs
• Process-driven with strong attention to detail
• Confident communicator with strong people management skills

A rapidly growing organisation within the telecommunications sector, offering a dynamic, fast-paced and energetic working environment. This is an excellent opportunity to join a business where you can make a real impact and help shape the future of the customer experience function.

If you’re a driven Customer Service leader looking for your next step in a growing business, apply today.