Customer Service Manager

Customer Service Manager
Salary -Competitive
Hybrid working 1 day from home, Monday to Friday
North Kent

We’re on the hunt for a Customer Service Manager to lead a talented team of 6-8 Customer Service reps for a well-established North Kent security company.

This is a fantastic chance for someone who:

• Loves leading and motivating a team, running 1:1s, and delivering training sessions.
• Has experience managing budgets and keeping an eye on team performance.
• Enjoys producing reports and tracking weekly KPIs to help the team shine.

If you’re a natural leader with a passion for customer service and team development, this could be your next big move!

Duties include:

• Encourage the team to take full ownership of customer queries and deliver effective solutions.
• Enhance customer loyalty and retention through proactive engagement.
• Attend management meetings and contribute to strategic discussions
• Oversee recruitment, onboarding, and performance management for the team.
• Oversee and manage team budgets to ensure efficient resource allocation.
• Prepare weekly and monthly KPI reports, providing analysis and actionable insights.

To be a successful candidate you must have/be:

• Previous experience managing customer service teams in an office-based environment.
• Strong leader known for fairness, transparency, and driving high performance.
• Competent in managing budgets and delivering against KPIs.
• Skilled in resolving escalated complaints and preventing recurrence.

This role is being handled by Holly Ensoll, Head of Business Support for Pearson Whiffin Recruitment.