Customer Service Manager

Customer Service & Support Manager | London (Hybrid) | £54,000 – £59,000

Our client is a leading membership organisation offering exceptional experiences and services to their business members through consultancy and value-added services.

Role and Responsibilities:

• Provide leadership and mentorship to the support and retention team, fostering a culture of excellence, accountability and continuous learning.
• Coach and mentor team members through one-to-ones, quality assurance, and tailored development plans to support professional growth.
• Build a cohesive team dynamic by encouraging open communication, cross-functional collaboration, and shared accountability.
• Demonstrate a hands-on, member-first approach to leadership by actively engaging in member interactions, handling escalations, and modelling the behaviours and attitudes expected of the team.
• Set and monitor individual and team performance metrics aligned with organisational objectives.

Essential Skills:

• Experience in leading, coaching and mentoring diverse teams.
• Proven experience in developing and executing customer service strategies that align with business objectives.
• Proficiency in using customer service tools and technologies, such as CRM systems.
• A minimum of 5 years’ experience in customer service or support roles, with a minimum of 3 years in a managerial or leadership position.
• Proven track record in managing customer service teams, improving service delivery, and achieving key performance indicators (KPIs).

Package:

• Basic Salary up to £54,000 – £59,000+ bonus
• Hybrid working (3 days in the office)
• Excellent Pension up to Personal contribution of 5%, company contribution of 12%
• Healthcare, dental, cycle to work scheme and many more!

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