About the role

We are looking for an experienced Customer Service Manager to lead our Customer Service team and drive a high standard of customer experience, accountability and performance. This is a hands-on leadership role for someone who thrives in a quick-paced environment and is confident managing people, escalations and operational challenges.

Key responsibilities

- Lead, coach and manage the Customer Service team of 20

- Manage daily workloads, priorities and outstanding customer cases

- Take ownership of complex complaints and escalations

- Monitor response times, service levels and team KPIs

- Ensure customers receive professional and timely communication

- Identify recurring issues and drive root-cause solutions

- Conduct team huddles, coaching and performance reviews

- Work closely with Operations, Installations,



Technical and Sales

- Improve customer service processes, systems and workflows

- Ensure accurate CRM records and strong follow-up

About you

- Experience managing a customer service, contact centre or customer operations team

- Strong people leadership and coaching skills

- Experience handling complex complaints and escalations

- Excellent written and verbal communication

- Experience working with KPIs and service-level targets

- Strong problem-solving and organisational skills

- Confidence working in a high-volume, fast-paced environment
- A proactive approach — you identify problems and drive solutions

📌 Customer Service Manager (Regents Park)
🏢 SmartChannel
📍 Regents Park