Customer Service Manager – Finsbury Park
We are looking for an experienced and motivated Customer Service Manager to lead our administration and scheduling teams in Finsbury Park. This is a fantastic opportunity to make a real impact in a fast‑paced environment, driving service excellence and continuous improvement.
About the Role
As Customer Service Manager, you will lead and develop a team of schedulers and administrators, ensuring high-quality service delivery, strong client relationships and consistent performance against KPIs. You will take ownership of complaints management, performance monitoring and process improvements.
Key Responsibilities
* Lead, motivate and manage a team of administrators and schedulers
* Manage customer complaints, identifying trends and driving improvements
* Monitor and challenge KPI performance to enhance service delivery
* Champion continuous improvement across operations
* Build and maintain strong client relationships
* Ensure compliance with company policies and procedures
* Support contract delivery and attend client meetings when required
* Conduct performance reviews (PDRs) and develop team capability
About You
* Proven experience managing customer service or scheduling teams
* Strong analytical skills and ability to interpret data
* Excellent communication skills (written and verbal)
* Highly organised, detail‑oriented and self‑driven
* Confident working with stakeholders at all levels
* Advanced Microsoft Office skills (Excel & Word)
What We Offer
* Competitive salary and benefits
* Career development opportunities
* Supportive and collaborative working environment
Background Checks & Eligibility
Applicants will need to undergo a Standard Disclosure and Barring Service Check (DBS) at offer stage. Applicants with criminal convictions will be assessed individually; we do not discriminate based on a criminal record or disclosed offences. Certain roles may be subject to additional pre‑employment checks.
Equal Opportunities & Commitments
WPS is proud to be an employer where anyone can thrive, and we welcome applications from candidates of all backgrounds. We encourage you to apply even if you do not meet every requirement; we value transferable skills and assess all applications fairly. As a Disability Confident Leader, we provide reasonable adjustments and an interview for applicants who meet the minimum criteria and opt‑in to the scheme.
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