Customer Service Manager

Customer Service ManagerA fast-paced, customer-centric technology business is seeking a Customer Service Manager (CSM) to lead its Customer Support and Service Desk operations. The role involves managing a large team (40+ people) across customer care and technical support, ensuring service excellence, rapid resolution, and team development.You''ll be accountable for delivering exceptional customer experience, meeting service levels, and fostering a high-performing, collaborative team environment. The successful candidate will be a hands-on leader, passionate about team development, particularly in coaching and mentoring younger or early-career team members.Key ResponsibilitiesLead and manage a support operation of 40+ people, across multiple support functions.Oversee daily service desk performance, ticket triage, escalations, and SLA adherence.Coach and develop junior staff and early-career professionals to build capability and confidence.Support Team Leaders in performance management, quality auditing, and 1-2-1 coaching.Act as escalation point for major incidents and customer complaints.Own and report on team KPIs and service metrics to the Senior Management Team.Maintain ISO/GDPR compliance, CRM accuracy, and internal process adherence.Champion continuous improvement and service innovation across people, processes, and tools.Key Skills and ExperienceStrong experience managing a large, multi-functional customer support team (40+).Proven leadership in a service desk or ..... full job details .....