Customer Service Manager

Job Description:

Customer Service Manager

Location:

Peterborough (Full-Time, Office-Based) Salary: £45,000 £ 50,000 per annum (dependent on experience) About Trade Mastermind Trade Mastermind is the UKs leading business education and coaching organisation for the construction and trade industry. Founded by BBC The Apprentice winner Joseph Valente, we have supported over 5,000 trade business owners, helping them achieve an average 370400% business growth. With over 1,000 active academy members, monthly live training events, and multi-year education programmes, we are scaling rapidly from £10M towards £25M revenue.

Our mission is simple:
To transform trades business owners into world-class entrepreneurs. We operate from our 20,000 sq. ft. Trade Mastermind University Headquarters in Peterborough the worlds first dedicated university for trades featuring a 300-person event arena, professional podcast studios, and Cambridgeshires first rooftop business venue.

The Role As Customer Service Manager, you will be responsible for overseeing the day-to-day delivery of exceptional customer service across the customer journey, from onboarding through to ongoing engagement and retention. You will lead and develop a customer-focused team, ensuring customers receive outstanding support and achieve maximum value from our programmes. This role is ideal for a hands-on manager who enjoys coaching people, improving processes, and driving customer satisfaction.

Key Responsibilities Customer Service Management Lead, motivate, and develop the Customer Service team Ensure a high standard of support across all customer touchpoints Monitor service levels and maintain customer service standards Handle escalated customer queries and resolve issues effectively Drive a customer-first culture throughout the business Customer Onboarding Oversee a structured onboarding process for new customers Ensure customers receive a positive and engaging introduction to our programmes Monitor onboarding progress and customer engagement Customer Success & Account Support Work closely with Customer Account Managers to support customer success Help customers maximise the value of their membership and programmes Ensure proactive communication and relationship management Retention & Customer Engagement Support customer retention initiatives Identify customers at risk of disengagement and implement appropriate action plans Assist in reducing churn and increasing customer satisfaction Reporting & Performance Management Track and report on customer service KPIs, including:
Customer Satisfaction (CSAT) Net Promoter Score (NPS) Customer retention rates Response and resolution times Use data and feedback to identify areas for improvement Cross-Functional Collaboration Work closely with Sales, Marketing, Operations, and Finance teams Provide customer feedback and insights to support business improvements Act as a voice of the customer across the organisation About You Proven experience in a Customer Service Manager, Customer Success Manager, or similar leadership role Strong passion for delivering outstanding customer experiences Experience managing and developing customer service teams Excellent communication and problem-solving skills Strong organisational and time management abilities Comfortable working in a fast-paced, entrepreneurial environment

Experience with in education, coaching, training, SaaS, or subscription-based businesses is desirable

What We Offer Competitive salary of £45,000 £ 50,000 per annum (dependent on experience) Career progression opportunities within a rapidly growing business Ongoing leadership and professional development A dynamic and entrepreneurial working environment The opportunity to make a genuine impact on customers and business growth Company equipment provided Tailored training and development Regular company and team events Modern office environment Free on-site parking Sponsored training and qualifications Company pension scheme Why Join Trade Mastermind?

Work with a nationally recognised and fast-growing brand Help transform the lives and businesses of thousands of trade entrepreneurs Be part of a company scaling rapidly towards £25M revenue Join an ambitious, high-performance team with significant growth opportunities Do meaningful work that creates real results for business owners across the UK