Customer Service Manager

13 November 20232023-11-13
Leatherhead, Surrey
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Our client who is a leader in their field is looking for an experienced manager with an enthusiasm for driving high-performance and a willingness to take ownership of issues and seek resolutions.


Whilst industry experience is advantageous, what really counts is the ability to demonstrate effective operational management ability with a strong focus on driving performance and productivity across a team of individuals responsible for multiple processes. You will be responsible for ensuring that team performance enables consistent achievement of service level agreements (SLAs) and sustains our leading position for customer service deliver.


The Customer Fulfilment Team Manager’s primary role is in ensuring the effective day-to-day leadership of the team. This includes measuring productivity, performance management, tracking KPIs and identifying improvement opportunities that support efficiency gains. The Customer Fulfilment Team Manager needs to motivate, support, and coach the team to ensure high engagement is sustained and that professional conduct is demonstrated consistently by all individuals, by demonstrating effective leadership, mentoring, and coaching.


The Customer Fulfilment Team work closely with their client as well to support their success throughout key stages of the customer journey. This includes reviewing document submissions, responding to email queries, supporting customers with processes, and answering mainline phone calls.



  • Drive high performance
  • Deliver performance transparency
  • Demonstrate effective people management
  • Drive team engagement
  • Manage Key Accounts
  • Develop and sustain team resilience
  • Drive the optimisation of processes
  • Excel at customer service
  • Act as escalation point
  • Play an integral part in managing customer relationships
  • Support Change Programme
  • Curate management information and reports
  • Maintain strong team brand
  • Accountable for your personal development



Our client want individuals who will endeavour to do their best and set themselves high standards to meet. It is important that you are a confident communicator who will play an active role in both internal and external conversations via email, call and in person. You need to be someone who thrives when working in a sociable environment, enjoys solving the occasional puzzle and will ask questions whenever you are unsure.


E = Essential D = Desirable


E    Team management experience – ideally 5+ years of managing small-medium sized team

E    A natural ability to lead and motivate

E    Experience in measuring and managing productivity

E    A strong focus on delivering first-rate customer service

E    An ability to turn information into action

E    An ability to analyse complex data using reporting tools and Excel etc.

E    Previous responsibility for decision making on matters that impact people and/or process

E    A positive and innovative approach to problem solving

E    An ‘eye’ for improvements and realising opportunities for efficiency gains

E    Evidence of building trust and respect amongst stakeholders of varying seniority

E    Capability of developing staff through training and performance planning

E    Confident and professional communications skills incl. presenting

E    An ability to produce insightful management information and reports

E    Clarity, accuracy, and attention to detail

E    Strong organisational skills

E    Ability to effectively manage change

E    A flexibility in communication/approach to suit other’s preferences

E    Solid working knowledge of Microsoft products

E    Experience in managing poor performance and handling conflict