Location
London, United Kingdom
About Us
Top Advice Ltd is a well-established consultancy firm based in London, offering a wide range of services including accountancy, HR, business management support, and regulated business-related training and qualifications. We work with a diverse client base across the UK and beyond, helping individuals and businesses thrive with tailored professional support.
Job Summary
We are seeking a skilled and empathetic Customer Service Manager to lead our client-facing operations. The successful candidate will be responsible for overseeing daily customer interactions, ensuring a high-quality service experience, resolving queries efficiently, and managing a growing support team. This is a leadership role requiring operational focus and a strong passion for customer satisfaction.
Duties and Responsibilities
* Client Support & Team Management
* Lead the customer service team and ensure clients receive quick, helpful support
* Handle complex or escalated client issues in a calm and professional way
* Oversee all communication channels like phone, email, and face-to-face
* Process Improvement & Staff Training
* Create and improve customer service processes to make them more efficient
* Train and guide team members to provide excellent service
* Suggest improvements based on client feedback and team performance
* Quality Monitoring & Reporting
* Track important service metrics like response time and customer satisfaction
* Share regular reports with management to highlight trends and progress
* Make sure the team uses feedback to improve service quality
* Teamwork & Coordination
* Work closely with other departments (HR, Admin, Accounts) to resolve client issues
* Keep records of client interactions updated in the CRM system
* Make sure communication and follow-up with clients are accurate and timely
Essential Skills and Qualifications
* Minimum of 3 years’ experience in a customer service or client-facing managerial role
* Strong leadership, conflict resolution, and team management skills
* Excellent verbal and written communication skills
* Ability to work under pressure and manage multiple priorities
* Proficiency with CRM systems, Microsoft Office, and basic reporting tools
Desirable
* Background in business consultancy, accountancy, or HR services
* Familiarity with regulated training or education services
* Experience in managing professional clients and B2B communication
What We Offer
* Competitive salary: £30,000 – £35,000 (based on experience)
* 28 days paid annual leave (including public holidays)
* Pension scheme enrollment
* Opportunities for professional development and leadership growth
* A supportive and collaborative work culture
Location
Work Address: 10–17 Sevenways Parade, Gants Hill, London, IG2 6JX
Application Information
* Application Deadline: 30 September 2025
* Expected Start Date: 14 November 2025
Apply now by sending your CV and cover letter
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