About Us One10 Graphics Limited is a manufacturer of retractable awnings, a creative signage and design company based in Birmingham, providing innovative visual solutions to a wide range of clients. With a growing Urdu-speaking customer base and a commitment to service excellence, we are seeking a strategic and structured Customer Service Manager to bring leadership, governance, and process design to our growing team. The Role This is more than a traditional customer service position — we are looking for someone who can lead the development of internal policies and procedures, build a high-performance service culture, and drive operational excellence. A background in educational development or policy implementation is highly desirable, as you'll help shape the way we work and serve our clients. This is a hybrid role, requiring 2–3 days per week in our Birmingham office, with the remainder remote. Key Responsibilities Manage and mentor the customer service team to deliver high-quality support. Develop and implement formal customer service policies, SOPs, training frameworks, and internal standards. Handle escalated client queries and complaints in Urdu and English, ensuring resolution and satisfaction. Ensure service delivery aligns with UK compliance and quality standards. Liaise with internal departments (design, production, sales) to ensure seamless client experiences. Produce and present performance reports, identifying areas for process improvement. Drive the governance of service operations in alignment with company growth goals. Ideal Candidate Whether it's previous experience working in the same industry or you have experience in hospitality, the service industry or travel & tourism, if you have a passion for delivering exceptional customer service then we want to hear from you. Strong background in educational development, training, or policy creation. Fluent in Urdu and English (written and spoken). Experience writing and implementing internal documentation, procedures, and quality controls. Strong interpersonal, leadership, and problem-solving skills. Familiarity with UK governance or regulatory frameworks is a plus. Eligible for a UK Skilled Worker Visa – sponsorship is available for exceptional candidates. What We Offer Hybrid working (2–3 days per week in Birmingham). Skilled Worker Visa sponsorship (for overseas or in-country applicants). A creative, collaborative work environment with meaningful client interaction. Opportunity to lead and shape customer service strategy within a growing business. Room for career progression into operations, training, or compliance leadership.