Job Title: Customer Service Manager
Location: Kings Hill, Kent
Salary: £35,000 per annum
Job Type: Permanent, Full-Time
Role Overview
We are seeking an experienced and motivated Customer Service Manager to join a well-established organisation based in Kings Hill. This is an excellent opportunity for a customer‑focused leader to manage and develop a team of 8‑10, ensuring the delivery of exceptional service standards and operational excellence.
Key Responsibilities
* Lead, motivate, and develop a team of 8‑10.
* Monitor individual and team performance against agreed KPIs and service standards.
* Conduct regular one‑to‑one meetings, performance reviews, and coaching sessions.
* Manage team rotas, resource planning, and workload allocation.
* Handle and resolve escalated customer queries and complaints professionally and efficiently.
* Identify training and development needs within the team and support ongoing learning.
* Analyse customer feedback and service metrics to identify opportunities for improvement.
* Work closely with internal departments to ensure a seamless customer journey.
* Produce regular management reports on team performance and customer service outcomes.
* Support the implementation of customer service initiatives, processes, and best practices.
* Foster a positive team culture focused on collaboration, accountability, and continuous improvement.
Skills & Experience Required
* Previous experience managing a customer service team.
* Proven ability to lead, coach, and develop high‑performing teams.
* Strong understanding of customer service principles and best practices.
* Excellent communication and interpersonal skills.
* Experience handling escalated customer issues and complaints.
* Strong organisational skills with the ability to manage multiple priorities.
* Confident using CRM systems and Microsoft Office applications.
* Analytical mindset with the ability to interpret data and drive improvements.
* Positive, proactive, and solutions‑focused approach.
What's on Offer
* Salary of £35,000 per annum.
* Permanent, full‑time position.
* Supportive and collaborative working environment.
* Modern offices based in Kings Hill.
We practice a diverse and inclusive recruitment process that ensures equal opportunity for all we work with, irrespective of race, sexual orientation, mental or physical disability, age or gender. As an organisation, we encourage applications from all backgrounds and will ensure measures are met when required, to allow a fair process throughout.
Please note: We can only consider applications from candidates who have the right to work in the UK.
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