Customer Service Manager

Customer Service Manager / London / £50,000 - £55,000 / Hybrid Working

My client is a leading membership organisation offering exceptional experiences and services to their business members through consultancy and value-added services.

“We are looking for an experienced individual to lead in delivering exceptional experiences that enhance the organisation’s members satisfaction, loyalty and retention, while streamlining operations in the delivery of our 3-year strategy”

Role and Responsibilities:

• Provide leadership and mentorship to the support and retention team, fostering a culture of excellence, accountability and continuous learning.
• Coach and mentor team members through one-to-ones, quality assurance, and tailored development plans to support professional growth. Identify and nurture high-potential employees, providing them with stretch and progression opportunities.
• Build a cohesive team dynamic by encouraging open communication, cross-functional collaboration, and shared accountability. Facilitate regular team meetings and workshops to solve problems, share best practices, and foster a continuous improvement mindset.
• Demonstrate a hands-on, member-first approach to leadership by actively engaging in member interactions, handling escalations, and modelling the behaviours and attitudes expected of the team. Show empathy, integrity and professionalism in all interactions.
• Set and monitor individual and team performance metrics aligned with organisational objectives. Utilise data-driven insights to evaluate performance, provide constructive feedback, and implement improvement plans where necessary.

Essential Skills:

• Experience in leading, coaching and mentoring diverse teams.
• Proven experience in developing and executing customer service strategies that align with business objectives.
• Proficiency in using customer service tools and technologies, such as CRM systems.
• A minimum of 5 years’ experience in customer service or support roles, with a minimum of 3 years in a managerial or leadership position. Proven track record in managing customer service teams, improving service delivery, and achieving key performance indicators (KPIs).

Or

• A minimum of 5 years’ experience working in retention, customer success or related roles, with at least 2 - 3 years’ experience in a management position
• Proven track record of developing and executing successful retention strategies

Package:

• Basic Salary up to £55,000 DOE
• Hybrid working (3 days in the office)
• Excellent Pension up to Personal contribution of 5%, company contribution of 12%
• Bonus
• Healthcare, dental, cycle to work scheme and many more !

Customer Service Manager / London / £50,000 - £55,000 / Hybrid Working