Customer Service Manager

Are you an experienced people manager who thrives on solving complex customer issues?

We're looking for an experienced Solutions Manager to lead a busy client-facing team within a growing business.

This is a hands-on management role where you'll be responsible for the day-to-day performance of the team, ensuring client issues and complaints are handled quickly and effectively, whilst maintaining a high standard of service.

You'll work closely with internal stakeholders, look at the root cause behind complaints and identify ways to improve processes and the overall client experience.

What you'll be doing:

Managing, mentoring and supporting the Solutions team
Overseeing client complaints and ensuring these are resolved within agreed SLAs
Monitoring team performance against KPIs and quality standards, handling more complex or escalated client issues where required
Carrying out regular reporting and root cause analysis to identify recurring issues
Working with stakeholders across the business to improve client service and reduce complaints
Introducing new processes and initiatives to improve the way the team operates
Supporting with recruitment, onboarding and training of new team members

What we're looking for:

Previous management experience within a customer service, complaints, resolutions or similar environment
A strong track record of managing teams and delivering against KPIs and SLAs
Confident dealing with difficult or sensitive client conversations
Strong problem-solving skills and the ability to remain calm under pressure
Excellent organisation and attention to detail

This would suit someone who genuinely enjoys problem solving, managing people and improving the customer experience, and wants a role where they can have a real impact on how a team operates.

52347

LSR1

INDHIN

The Portfolio Group are acting on behalf of our client in recruiting for this position