Purpose of Role: At Pimlico Plumbers, we are London's No.1 Premium Service Provider and have been improving and maintaining properties for over 45 years. Since 1979, our growth has been fuelled by our commitment to excellence, both in the quality of our service and the effectiveness of our sales strategies. As part of the Neighborly family, we now have even more resources and broader opportunities for further growth. We are looking for a proactive and experienced Customer Service Manager to lead a small team in delivering outstanding service to our customers. You will ensure efficient complaint handling and high-quality customer interactions. This includes training staff, managing workloads, coordinating with internal departments, and escalating high-risk issues when necessary. Success is measured by timely complaint resolution, budget adherence, prompt responses to online reviews, and maintaining high team morale and engagement. Key Responsibilities: Training and managing all Customer Service assistants day-to-day Onboarding and training new team members with the Customer Service assistant manager Ensuring all customer complaints are logged and progressed in a timely manner Coordinating with other departments such as sales, the contact centre, and accounts as needed to ensure that a complaint is resolved satisfactorily Regularly monitor the Customer Service assistant workload, distributing as required Develop and produce regular reports to Head of Commercial on open cases and progress of complaints as required Take control of high profile or high-risk complaints as needed as part of the escalation process and liaise with our legal team as appropriate Utilise internal technical teams as needed to help investigate and manage all complaints as needed Keep customers regularly updated with ongoing progress reports Review management information and make suggestions, recommendations as to improvements across the Customer Services team Authorise all direct reporting employee holiday Sign off all direct reporting employee expenses and ensure coded correctly. Conduct the group’s disciplinary procedure with any direct reporting employees as or when required Assist Head of Commercial in mapping out Customer Service end-to-end complaint handling processes, looking to improve efficiency in both customer journey and resource efficiency Key Experience and Skills: Minimum 2 years’ experience as a Team Leader or Customer Service Manager At least 2 years’ experience in a B2C environment Experience handling homeowner complaints is highly desirable Proven ability to manage and motivate a small team Strong communication, problem-solving, and conflict resolution skills Strong people-managment experience and skillset Calm under pressure and solution-oriented Able to foster a positive and high-performing team culture Comfortable working in a fast-paced, customer-focused environment Critical Success Factors: All customer complaints resolved within agreed average timescales All customer reviews positive or negative on either Google, Trust pilot or Facebook, are responded to with the approved text within 48 hours on average Monthly and annual refund budget within agreed parameters All team members operate with high morale, team spirit with and high staff engagement About us: Neighborly (yes, without a u) was established over 40 years ago in the United States as a small family business. Since then, Neighborly has grown into a world-leading company in home services. Landing in the UK in 2010 as Neighbourly with a focus on acquiring and developing premium franchise brands within the home service industry. In the 15 years that Neighbourly has been in the UK, it has shown its keen intent for growth, with over 330 locations across 6 brands, and over 4,000 frontline operatives. Gaining a strong reputation for investment and franchisee development, consistently growing year-on-year. Our Brands: Pimlico Plumbers Drain Doctor Bright & Beautiful Countrywide Grounds Maintenance Dream Doors Greensleeves Lawn Care Brand: PIM UK Pimlico