Customer Service Manager

Customer Service ManagerSalary: Up to £35,000 dependant on experienceHours: Monday to Friday, full-time Location: ManchesterWe'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:\n

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

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