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Job Title: Senior Customer Service Manager
Location: Head Office, Nottingham (On-site)
Reports to: Head of Service Delivery
Direct Reports: 2 Cluster Team Managers
Team Size: 16 Customer Service Administrators
Salary: Competitive + Benefits
Summary
The Senior Customer Service Manager is responsible for leading the day-to-day operations of the Customer Service Contact Centre at our Nottingham Head Office. This role will oversee a high-performing team that manages large volumes of customer emails and inbound calls daily. You will drive exceptional service delivery, lead continuous improvement initiatives, and play a pivotal role in customer satisfaction across our client base.
The Role
Leadership and Team Management
* Lead, coach, and develop 2 Cluster Team Managers and a wider team of 16 Customer Service Administrators.
* Foster a positive, high-performance culture where service excellence and teamwork are prioritised.
* Ensure the team is adequately trained, supported, and meeting performance targets.
Service Delivery
* Oversee the daily operations of the Customer Service Contact Centre, ensuring timely and effective responses to customer enquiries.
* Manage resources to meet service levels of large volumes of customer emails and inbound calls daily.
* Maintain a strong customer-first approach, ensuring prompt resolution of issues.
Operational Excellence
* Monitor key performance indicators (KPIs) including response time, resolution rate, call quality, and customer satisfaction.
* Analyse trends and customer feedback to inform service improvements and root cause resolution.
* Develop and implement SOPs and escalation protocols to standardise service delivery.
Stakeholder Management
* Collaborate with Engineering, Projects, Sales Admin, and Finance teams to ensure customer expectations are met.
* Serve as the key escalation point for complex customer queries or complaints.
* Represent the customer voice in internal discussions and service improvement projects.
Systems and Reporting
* Utilise CRM and contact centre systems to track productivity and customer interactions.
* Generate weekly and monthly reports for leadership on team performance and service metrics.
* Support the integration of new technologies to improve service efficiency and insight.
About You
Essential Skills & Experience
* Proven experience in a senior customer service/contact centre leadership role (minimum 3 years).
* Strong team management experience, preferably in a similar size team (10+ people).
* Demonstrated ability to manage high volumes of communication in a fast-paced environment.
* Experience working within the engineering, construction, facilities management, or technical service sectors.
Desirable
* Background in fire & security services or B2B service delivery.
* Experience with CRM platforms and telephony/contact centre software.
Knowledge & Competencies
* Strong leadership and people management skills.
* Excellent verbal and written communication skills.
* Customer-focused with a solutions-oriented approach.
* Confident handling service escalations and complex customer issues.
* Strong organisational and time management skills.
Qualifications
* Educated to GCSE level or above.
* Leadership or customer service management qualifications (e.g. ILM, NVQ, or equivalent) desirable
Why Join Us?
* Be part of a growing, purpose-driven company at the forefront of fire safety and security innovation.
* Join a business where customer service is truly valued and investment in people is a priority.
* Work in a collaborative, supportive team based on-site in Nottingham.
Excited about the role, but your experience or qualifications don’t perfectly match everything in the job description? We would encourage you to still apply. Studies have shown that some people, particularly from minority groups are less likely to apply to jobs unless they meet every single qualification.
We are dedicated to building belonging, empowering our colleagues to be their true self by offering a diverse, inclusive and authentic workplace. You may just be the right candidate for this role, or other future roles across our business.
Seniority level
* Seniority level
Mid-Senior level
Employment type
* Employment type
Full-time
Job function
* Job function
Other
* Industries
Consumer Services
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