Customer Service Manager
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Location: Birmingham
Reporting To: Operations Director
Working Arrangements: Full time on site
Company Overview
Engineius is the leading vehicle movement service in the United Kingdom. Founded in 2018, our mission is to simplify vehicle logistics through innovative technology, providing seamless booking and management of vehicle movements for a diverse range of clients across fleet sectors. We are committed to delivering exceptional service with a focus on efficiency and customer satisfaction.
Role Overview
This role leads the day-to-day operations of our omnichannel contact centre across phone, email, live chat, and digital messaging, while creating a highly engaging and supportive environment. It sets the tone for the team, inspiring colleagues, building strong engagement, and driving a culture of high performance.
The focus is simple: make sure customers and suppliers get a consistently high-quality, responsive service, while keeping a close eye on cost, productivity and outcomes.
It brings together people leadership, engagement, performance, customer experience and operational delivery. Youll be accountable for response times, job fulfilment and overall service standards, as well as how efficiently we run the operation.
Youll lead Team Leaders and Managers and play a key role in shaping how we manage demand and deliver service as the business continues to grow.
Key Responsibilities
1. Contact Centre Operations
Lead the day-to-day running of the contact centre across all channels
Make sure service coverage and scheduling are aligned to demand
Take responsibility for response times, queue management, backlogs and first-time resolution
Work closely with Planning, Network and Operations teams to ensure customer contact turns into successful job fulfilment
Act as the escalation point for more complex or high-impact issues
2. Workforce Planning & Resourcing
Make sure the right level of resource is in place to meet service expectations
Keep an eye on performance during the day and adjust where needed to protect service
3. Performance & KPI Management
Set clear performance expectations across the team and keep them under regular review
Track and report on key measures like response times, fulfilment rates, first contact resolution, rework and customer satisfaction
Use data to spot trends or issues early and take action before they become bigger problems
Provide clear, straightforward updates to senior stakeholders on how the operation is performing
4. Quality & Standards
Oversee the quality of customer interactions across all channels
Make sure communication is consistent, accurate and professional
Run regular QA reviews and use the output to support coaching and improvements
Ensure were meeting any customer or contractual requirements
5. Leading Team Leaders & Managers
Manage Team Leaders and Managers, setting clear expectations and holding them accountable for delivery
Support their development and build leadership capability across the function
Keep ways of working consistent across teams and shifts
6. Engagement & Culture
Build a team environment where people feel supported but also clear on expectations
Keep a close eye on attrition, absence and overall engagement
Encourage regular feedback and recognition, without overcomplicating it
7. Continuous Improvement
Identify where processes, hand-offs or systems are not working effectively and take action to improve them
Focus on reducing rework and avoidable contact rather than just handling more volume
Work with Product, Tech and other teams to improve tools and xkybehq ways of working over time
8. Customer Demand & Journey
Build a clear understanding of why customers are contacting us
Work with other teams to reduce avoidable demand and improve the overall experience
Push for simple, practical fixes rather than big theoretical changes
9. Budget & Cost Control
Take ownership of the operational budget for customer contact
Manage headcount and costs in line with business expectations
Make sensible trade-offs between service and cost where needed
10. Systems & Tools
Work with Technology teams to make sure systems support the operation effectively
Look for opportunities to simplify workflows and improve efficiency through better use of tools
11. Stakeholder Management
Act as the main point of contact for senior stakeholders when it comes to customer operations
Keep them updated on performance, risks and where support is needed
Work closely with other teams to keep things joined up
12. Projects
Support or lead operational projects when needed (e.g. new channels, system changes, new client setups)
Make sure changes land well without disrupting day-to-day service
For more information, please apply and contact the Recruitment Team.