Customer Services Manager job at London Full Time NEW

Our client, a Global Manufacturer of high quality digital wireless headset systems, are looking to recruit an ambitious Customer Services Manager to join their fun, sociable business. Based in a fantastic London HQ (with all lunches paid for and a 2.00pm Friday finish!), this is an incredible opportunity for the right candidate.

Our client have been established for over 30 years and primarily sell their solutions into the Healthcare, Retail, Hospitality and Community sectors (with some incredibly well-known clients in their portfolio!). Their market-leading products are developed with very creative design and high-quality materials that meet the needs of their wide/diverse customer community. Due to their continued success/growth, they are now actively seeking the perfect candidate to oversee/scale their Customer Service function. In a nutshell, your responsibilities will include:

– Owning the day-to-day operations of an inbound Customer Services team (4 x FTE)
– Leading, coaching and developing all team members
– Building the processes/systems/culture that will carry the team/business into their next phase of growth
– Taking a lead on how the company use AI/automation to deliver faster/smarter/more consistent customer experience(s)
– Acting as the escalation point for any complex/difficult queries (maintaining the company’s reputation for outstanding service)
– Monitoring team workload/prioritising tickets effectively
– Building the structures/processes needed to support the growing team as the business scales
– Conducting regular 1-1’s and reviews with individual team members, supporting professional development
– Taking ownership of the company’s AI implementation roadmap within customer service – bringing the team on the journey, embedding new tools into everyday practice
In order to be considered for this position, it is ESSENTIAL that you have the following:

– Minimum 3 years’ experience of managing an inbound B2B Customer Services/Experience team
– Demonstrable experience of improving CS Agents, and of making a positive change to a CS/CX environment
– Strong leadership skills, with the ability to motivate a small team
– Excellent communication skills – clear, professional, and empathetic across both customer-facing and internal interactions
– Genuine interest in AI tools and process automation, with the appetite to learn, experiment, and implement.

If you are energised by the idea of building something, not just running it, this is the perfect opportunity!

In addition to a very competitive salary, our client are also offering the following:

– Amazing progression opportunities as the company continues to scale (a very exciting time to be joining!)
– Amazing working hours: Monday – Thursday: 8.30am – 5.30pm / Friday: 8.30am – 2.00pm
– Free lunches every day!
– Fun, sociable office culture

Our client are looking to move very quickly in securing the perfect candidate, so any interested candidate(s) are urged to apply at their earliest convenience!

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