Customer Service Manager

Customer Service Manager

Salary: Up to £35,000 dependant on experience
Hours: Monday to Friday, full-time 
Location: Manchester

We'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:

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

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

#Commercial