Customer Service Manager - RECENTLY FILLED

Key Responsibilities

• Lead, manage and develop a Customer Service team (UK & overseas)
• Handle complex and escalated customer complaints with professionalism and commercial awareness
• Create and implement structured training programmes
• Review and improve customer service processes, SLAs and KPIs
• Work cross-functionally to enhance the end-to-end customer journey
• Support the rollout of a knowledge-based AI customer support tool
• Monitor complaint trends and implement preventative measures

Requirements

• Proven experience in Customer Success / Customer Experience Management
• Strong call centre / contact centre background (essential)
• Experience managing teams (including remote/offshore)
• Ability to balance customer empathy with business needs
• Process-driven with strong attention to detail
• Confident communicator with strong people management skills
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