Customer Service Manager
8‑Month Contract, starting May 2026. Location: Tunbridge Wells. Salary: £45,400 per annum + benefits, generous holiday, pension, parking.
Hours: 35 hours a week – 9am to 5pm Monday to Friday. Option for 1 day hybrid working following the initial 3‑month induction period.
Are you a dynamic leader with a passion for delivering exceptional customer service? Do you thrive in a fast‑paced environment and possess the ability to inspire and motivate a team?
What You’ll Do
* Lead and manage a dedicated team of customer service representatives.
* Be responsible for the Customer Services/Repairs Service Teams in relation to planning and control of their workload, training, overall performance, providing guidance and direction to ensure inquiries and requests are responded to within agreed performance targets for speed, efficiency, and quality.
* Maintain and develop internal customer relationships through regular meetings, challenging poor performance and embedding the Customer Experience Strategy.
* Ensure call monitoring is undertaken and constructive feedback is given to staff for individual and team benefit.
* Regularly review calls and, through 1‑2‑1s and appraisals, take action to ensure service standards, performance targets and expected behaviours/values are embedded and reflected in the team's approach.
* Develop and implement effective customer service strategies that enhance the customer experience.
* Handle escalated customer enquiries and resolve issues with a positive and proactive approach.
* Monitor team performance and provide coaching and training to ensure high standards are met.
* Collaborate with various departments to improve processes and customer satisfaction.
* Analyse customer feedback and implement improvements based on insights.
What We’re Looking For
* Proven experience in customer service management, preferably within the housing/repairs/property or service industry.
* Strong leadership skills with the ability to motivate and develop a team.
* Excellent communication skills, both verbal and written.
* A customer‑centric mindset with the ability to build rapport quickly.
* Proficiency in customer service software and Microsoft Office Suite.
* A positive attitude and a willingness to tackle challenges head‑on.
Office Angels is an equal‑opportunities employer who respects and appreciates people of all ethnicities, generations, religious beliefs, sexual orientations, gender identities, abilities and more. If you require reasonable adjustments at any stage, please let us know and we will be happy to support you.
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