Customer Service Manager

About the role

We are seeking a proactive and organised Customer Service Manager to lead a busy service desk team within a growing business. This hands‑on management position oversees day‑to‑day operations, ensuring efficient scheduling, high customer satisfaction, and strong team performance.

Key responsibilities

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

Required profile

• Previous experience managing a customer service, help desk or service desk team.
• Strong leadership skills with the ability to motivate, coach and develop others.
• Excellent organisational abilities and capacity to prioritise competing workloads.
• Outstanding communication and relationship‑building skills.
• Calm, confident approach to changing priorities and issue resolution.
• Analytical mindset to use performance data for driving improvements.
• Experience in facilities management, maintenance, engineering support or a similar service‑led environment.

Required skills

• CAFM systems (or similar job management software)

What we offer

• Competitive salary up to £35,000 per year, dependent on experience.
• Full‑time, Monday‑to‑Friday role.
• Opportunity to lead a dynamic team in a growing company.