Customer Service Manager

Job Description:Customer Service ManagerLocation: Peterborough (Full-Time, Office-Based) Salary: £45,000£50,000 per annum (dependent on experience)About Trade MastermindTrade Mastermind is the UKs leading business education and coaching organisation for the construction and trade industry. Founded by BBC The Apprentice winner Joseph Valente, we have supported over 5,000 trade business owners, helping them achieve an average 370400% business growth.With over 1,000 active academy members, monthly live training events, and multi-year education programmes, we are scaling rapidly from £10M towards £25M+ revenue.Our mission is simple:To transform trades business owners into world-class entrepreneurs.We operate from our 20,000 sq. ft. Trade Mastermind University Headquarters in Peterborough the worlds first dedicated university for trades featuring a 300-person event arena, professional podcast studios, and Cambridgeshires first rooftop business venue.The RoleAs Customer Service Manager, you will be responsible for overseeing the day-to-day delivery of exceptional customer service across the customer journey, from onboarding through to ongoing engagement and retention.You will lead and develop a customer-focused team, ensuring customers receive outstanding support and achieve maximum value from our programmes. This role is ideal for a hands-on manager who enjoys coaching people, improving processes, and driving customer satisfaction.Key Responsibilities Customer Service ManagementLead, motivate, and develop the Customer Service teamEnsure a high standard of support across all customer touchpointsMonitor service levels and maintain customer service standardsHandle escalated customer queries and resolve issues effectivelyDrive a customer-first culture throughout the businessCustomer OnboardingOversee a structured onboarding process for new customersEnsure customers receive a positive and engaging introduction to our programmesMonitor onboarding progress and customer engagementCustomer Success & Account SupportWork closely with Customer Account Managers to support customer successHelp customers maximise the value of their membership and programmesEnsure proactive communication and relationship managementRetention & Customer EngagementSupport customer retention initiativesIdentify customers at risk of disengagement and implement appropriate action plansAssist in reducing churn and increasing customer satisfactionReporting & Performance ManagementTrack and report on customer service KPIs, including:Customer Satisfaction (CSAT)Net Promoter Score (NPS)Customer retention ratesResponse and resolution timesUse data and feedback to identify areas for improvementCross-Functional CollaborationWork closely with Sales, Marketing, Operations, and Finance teamsProvide customer feedback and insights to support business improvementsAct as a voice of the customer across the organisationAbout YouProven experience in a Customer Service Manager, Customer Success Manager, or similar leadership roleStrong passion for delivering outstanding customer experiencesExperience managing and developing customer service teamsExcellent communication and problem-solving skillsStrong organisational and time management abilitiesComfortable working in a fast-paced, entrepreneurial environmentExperience within education, coaching, training, SaaS, or subscription-based businesses is desirableWhat We OfferCompetitive salary of £45,000£50,000 per annum (dependent on experience)Career progression opportunities within a rapidly growing businessOngoing leadership and professional developmentA dynamic and entrepreneurial working environmentThe opportunity to make a genuine impact on customers and business growthCompany equipment providedTailored training and developmentRegular company and team eventsModern office environmentFree on-site parkingSponsored training and qualificationsCompany pension schemeWhy Join Trade Mastermind?Work with a nationally recognised and fast-growing brandHelp transform the lives and businesses of thousands of trade entrepreneursBe part of a company scaling rapidly towards £25M+ revenueJoin an ambitious, high-performance team with significant growth opportunitiesDo meaningful work that creates real results for business owners across the UKTPBN1_UKTJ