About
We're recruiting a Customer Service Manager (CSM) for a fast-paced, customer-centric business. This leadership role oversees the day-to-day operations of the Service Desk, ensuring customers receive outstanding support and care while continually improving service levels and team performance.
The ideal candidate would have:
1. Proven leadership in customer service or service desk environments, with experience managing teams, coaching team leads, and continuously raising the bar for service delivery quality.
2. A strong focus on performance and accuracy, capable of tracking and reporting KPIs, managing high ticket volumes, and ensuring quality assurance across all channels while meeting SLAs.
3. A passion for developing people, especially in professional communication, skilled at training junior staff to handle diverse customer interactions confidently and effectively.
4. Confidence in driving efficiency through technology, including introducing AI and support tools to streamline processes, reduce costs, and enhance the customer experience.
5. Proactive, analytical, and highly communicative, with the ability to plan ahead, identify improvement opportunities, and present clear, data-driven insights to senior leadership.
This is a great opportunity to lead a growing team, drive service excellence, and make a visible impact in a collaborative and high-performance environment.
Application Instructions
ACS is recruiting for a Customer Service Manager. If you believe you have the skills and experience required, please submit your CV outlining your experience as a Customer Service Manager. Including a covering letter detailing your relevant experience can enhance your chances of selection and improve your prospects of landing the role.
Nice-to-have Skills
* Leadership
* Customer Service
* Coaching
* Training
Location
Horsham, England, United Kingdom
Languages
* English
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