Customer Services Manager

Customer Services Manager

Location: Nottingham – onsite

Salary: £45,000–£50,000 base

Benefits: Private healthcare, pension, 25 days’ holiday rising to 30 days over five years, group life insurance, income protection, gym discounts, Employee of the Quarter awards, employee referral programme and many more.

At XMA, technology is only part of the story. Our success is built on talented people who are passionate about making a difference for customers, communities and each other.

For over 40 years, we have helped organisations across the UK unlock the power of technology. Today, we are one of the UK’s leading independent technology partners, delivering innovative solutions that drive real-world outcomes across the public and private sectors.

We empower our people to grow, challenge themselves and achieve their ambitions. You will join a collaborative team where ideas are valued, development is encouraged and your contribution has a genuine impact.

The opportunity

We are looking for an experienced Customer Services Manager to lead, develop and inspire a high-performing customer services function.

This is a hands-on leadership role with real operational ownership. You will be responsible for ensuring customers receive an excellent and consistent service while making sure the function achieves agreed service levels and protects the commercial interests of the business.

You will take ownership of the day-to-day customer service operation, leading the team, managing performance and capacity, resolving escalations and improving how the department works.

What you’ll be doing

You will lead, coach and develop a Customer Services team of six to eight people, creating a culture of accountability, ownership and excellent customer service. You will maintain control of workloads, ticket queues, backlogs and operational priorities while ensuring agreed service levels are consistently achieved.

A key part of the role will be identifying opportunities for improvement. You will use operational data and Power BI to understand demand, capacity and risk, while driving continuous improvement through root-cause analysis, process simplification, standardisation and automation.

You will also:

Take ownership of escalations and service recovery for strategic customers.

Maintain oversight of commercially important issues, including credits, invoicing queries, returns and warranties.

Develop the team through training, cross-skilling, succession planning and clear development plans.

Build strong relationships across the wider business to resolve issues and improve customer outcomes.

Lead daily operational reviews, weekly performance meetings and monthly service reporting.

What we’re looking for

You will be an established customer service or customer operations leader who is comfortable combining people leadership with operational delivery. You will know how to manage a busy service environment, use KPIs and data to improve performance, and bring structure and control to competing priorities.

We are particularly interested in candidates with:

Significant experience leading a customer services, customer operations or service delivery function.

Strong people leadership, coaching and performance management experience.

Experience managing high-volume operations, SLAs, workloads and backlogs.

A track record of improving processes and reducing repeat customer demand.

Good commercial awareness, ideally across post-sales processes such as credits, returns, warranties or invoicing.

Confidence using management information and operational data to make decisions.

Strong stakeholder management and communication skills.

Experience using customer service, ERP or ticket-management systems.

Experience within a technology, distribution or B2B environment would be particularly valuable, as would experience using Power BI, Halo, Ivanti, Prism or similar platforms. Lean, Six Sigma, ITIL or other continuous improvement qualifications would also be advantageous.

Inclusion and belonging

We believe diverse perspectives, experiences and backgrounds make us stronger. We are committed to creating a workplace where everyone feels respected, valued and empowered to be their authentic self.

We foster an inclusive culture where colleagues can thrive regardless of age, disability, gender identity, race, ethnicity, religion or belief, sexual orientation, neurodiversity, caring responsibilities, socioeconomic background or any other aspect of their identity.

Our goal is to ensure every employee has the opportunity to grow, contribute and succeed in an environment built on fairness, respect and belonging. Creating an inclusive workplace is an ongoing journey, and we remain committed to listening, learning and taking meaningful action so that all our people can achieve their full potential.

Disability Confident Leader

We are proud to be a Disability Confident Leader as part of the Government’s Disability Confident scheme. This reflects our commitment to removing barriers and ensuring disabled people have equal opportunities to join, develop and progress within our organisation.

As part of this commitment, we operate a Guaranteed Interview Scheme, offering an interview to candidates with a disability who meet the essential criteria for the role.

We will always consider reasonable adjustments throughout the recruitment process and during employment, ensuring candidates and colleagues can participate fully and perform at their best. If you require an adjustment during the application or interview process, please contact our recruitment team using the details provided on the application page.

Keywords: customer services manager, customer services team leader, head of customer service, customer operations