Customer Service Manager

Are you an experienced helpdesk or scheduling professional ready to step into a leadership role where pace, performance, and accountability matter?

We’re recruiting on behalf of a rapidly expanding, high-growth commercial services business operating within a reactive, fast-moving environment. This is a pivotal supervisory role at the heart of operations — ideal for someone who thrives under pressure, leads from the front, and takes pride in delivering exceptional service.

The Opportunity As Customer Service Centre Supervisor, you’ll take ownership of the day-to-day running of a busy service desk, ensuring jobs are scheduled efficiently, SLAs are met, and clients receive proactive, professional communication at every stage.

You’ll be hands‑on, commercially aware, and confident making real‑time decisions that protect performance and client relationships.

• Lead and supervise a team of Customer Service Coordinators
• Oversee scheduling and resource allocation, balancing priority, location, emergency response, and SLA commitments
• Ensure the right field operative is assigned to the right job first time
• Act as the operational escalation point for service issues, complaints, and system challenges
• Maintain accurate job data and system integrity (CRM/KPI reporting/Power BI oversight)
• Monitor plan queues, replan pipelines, SLAs, and commercial risk areas
• Deliver KPI reviews, run team meetings, and drive continuous improvement
• Support financial controls including invoice queries, payroll discrepancies, and cost reviews
• Manage call-out rotas and out-of-hours planning
• Work one out-of-hours shift every eight weeks to maintain consistency and team engagement
• Attend client meetings and confidently present service performance data

• Strong background in helpdesk, scheduling, or reactive service environments
• Previous supervisory or team leadership experience
• Confident communicator, able to manage clients and internal stakeholders
• Commercially aware with strong organisational skills
• Resilient, proactive, and solutions‑driven
• Comfortable working in a fast‑paced, high‑pressure setting

• Clear progression opportunities within a growing business
• High‑impact role with real operational influence
• Supportive leadership team and performance‑driven culture

If you’re ready to take ownership, drive performance, and grow with a business that’s scaling quickly, we’d love to hear from you.