Customer Service Manager

About the role

Telecom Acquisitions is seeking a proactive Customer Service Manager to lead its Customer Care and Technical Support teams during a period of rapid growth. You will be responsible for ensuring every customer interaction is handled with speed, care and precision while fostering a culture of continuous improvement.

Key responsibilities

• Oversee day‑to‑day operations of Customer Care and Technical Support desks.
• Ensure service level agreements (SLAs) are consistently met and exceeded.
• Audit tickets, calls and chats to drive first‑time resolution and quality assurance.
• Provide regular coaching, one‑to‑one sessions and performance feedback to team members.
• Collaborate with the Commercial Director to streamline processes and improve efficiency.
• Own the quarterly training plan and promote a growth‑focused culture.
• Monitor outsourced supplier performance to maintain alignment with service standards.

Required profile

• Proven experience managing customer service or support teams.
• Strong understanding of SLA management and service desk operations.
• Excellent communication, coaching and team‑building abilities.
• Passion for customer satisfaction and continuous improvement.
• Detail‑oriented and able to thrive in a fast‑paced environment.

Required skills

What we offer

• Competitive salary between £40k‑£45k per year.
• Excellent benefits package.
• Opportunity to work for a company part‑owned by TalkTalk and expanding in broadband and utilities.
• Collaborative culture with real growth prospects.