Customer Service Manager – Lead Teams & Drive Sales

About the role

TIME Appointments Ltd is seeking an experienced Customer Service Manager to lead its Customer Service and Technical Support teams. You will be responsible for delivering an outstanding customer experience while identifying sales opportunities and supporting overall business growth.

Key responsibilities

• Lead, coach and develop the Customer Service and Technical Support teams.
• Manage customer enquiries, quotations, orders and technical support efficiently.
• Drive quotation conversion and identify opportunities to maximise sales.
• Act as the escalation point for customer complaints and ensure timely resolution.
• Collaborate closely with Sales, Operations, Production, Logistics and Finance to provide a seamless customer experience.
• Monitor and improve KPIs such as customer satisfaction, response times, quotation conversion and team performance.
• Promote continuous improvement across processes, systems and service delivery.

Required profile

• Proven experience leading and developing customer service teams.
• Strong commercial and sales orientation.
• Technical aptitude to support customer enquiries.
• Calm, organised and able to prioritise in a fast‑paced environment.
• Excellent communication and problem‑solving abilities.

Required skills