Customer Service Manager

Customer Service Manager

Salary: Up to £35,000 dependant on experience
Hours: Monday to Friday, full-time 
Location: Manchester

We''re looking for a proactive and organised Customer Service Manager to lead a busy service desk team within a growing business. This is a hands-on management role where you''ll oversee the day-to-day operation of the service desk, ensuring work is scheduled efficiently, customer expectations are exceeded, and your team is supported to perform at their best.

Your responsibilities will be:

• Lead, motivate and develop the Customer Service Desk team, ensuring high levels of performance and customer satisfaction.
• Oversee the scheduling and coordination of planned and reactive work, ensuring resources are allocated effectively.
• Monitor the service desk inbox, ensuring all customer enquiries are responded to professionally and within agreed timescales.
• Monitor service desk KPIs and SLAs, identifying opportunities to improve efficiency and service delivery.
• Liaise with engineers, subcontractors and internal departments to ensure work is delivered on time and to the required standard.
• Handle escalated customer queries and support the team with problem resolution.
• Review processes and implement continuous improvements to enhance operational performance.

• Previous experience managing a customer service, help desk or service desk team.
• Strong leadership skills with the ability to motivate, coach and develop others.
• Experience using CAFM systems or similar job management software.
• Excellent organisational skills and the ability to prioritise competing workloads.
• Outstanding communication and relationship-building skills.
• A calm and confident approach when managing changing priorities and resolving issues.
• Strong analytical skills with the ability to use performance data to drive improvements.
• Experience within facilities management, maintenance, engineering support or another service-led environment.