Job Description
Job Title: Customer Service Manager
Department: Customer Support and Technical Support
Location: Manchester, UK (Onsite)
About the Role:
As a Customer Service Manager, you'll lead our Customer Service and Technical Support teams to deliver outstanding customer experiences. Reporting to the Global Head of Support, you will act as a key deputy, helping to shape the day-to-day operations and overall strategy for the support function. You’ll focus on building a high-performing, customer-centric environment where service quality, satisfaction, and team development are prioritised.
This is a leadership role where strong service management, coaching, and operational skills are key.
Key Responsibilities:
1. Lead and develop Customer Service and Technical Support teams, including team leaders and Heads of Line.
2. Oversee daily operations to ensure customer queries and technical issues are resolved quickly, professionally, and empathetically.
3. Monitor and improve customer satisfaction (CSAT), first contact resolution (FCR), response times, and service quality.
4. Act as the final escalation point for complex customer or technical issues, ensuring prompt and clear resolution.
5. Identify trends in service and technical queries, working with in...