Customer Service Manager

Responsibilities

• Respond to customer enquiries via phone, email and live chat in a timely and professional manner.
• Be available and take ownership of the customer’s experience throughout their moving journey.
• Provide accurate information about products and services to address customer needs and concerns.
• Maximise revenue through upselling optional extra products and services.
• Maintain excellent customer service and communication standards at all times, working to KPIs to ensure targets are met.
• Problem‑solve to achieve a positive customer outcome.
• Collaborate with team members to improve customer service processes and outcomes.
• Follow up with customers to ensure issues are resolved and they are satisfied with the service.
• Stay up to date with product knowledge, company policies and industry trends.

Qualifications and Requirements

• First point of contact for customers, inspiring confidence in our brand with excellent communication and problem‑solving skills.
• Active listening, empathy and understanding at all levels.
• Exceptional verbal and written communication skills.
• Ability to manage customer queries appropriately and efficiently.
• Enthusiastic, self‑motivated and positive approach.
• Excellent organisational skills with ability to prioritise workload and multitask.
• Strong problem‑solving skills to handle unexpected challenges efficiently.
• Flexibility, adaptability to change.
• Excellent time management and ability to work well under pressure.
• Passion for completing all tasks to the highest standard, driven by results.
• Proficient in Microsoft Office.
• Must be eligible to work in the UK.

We are committed to equal opportunities for all, irrespective of race, colour, religion, nationality, gender, sexuality, disability, marital status or age.

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