customer service manager
| Posting date: | 24 June 2025 |
|---|---|
| Salary: | £38,700 per year |
| Hours: | Full time |
| Closing date: | 24 July 2025 |
| Location: | cv6 7ae |
| Remote working: | On-site only |
| Company: | ea coventry services |
| Job type: | Permanent |
| Job reference: |
Summary
Job Requirements
Education: Minimum GCSEs or equivalent qualification.
Experience: At least 2 years in a customer service management or supervisory role, preferably within the cleaning or service sector.
Language Proficiency: Minimum B1 level English (CEFR standard).
Essential Skills:
Proven leadership, coaching, and people management capabilities.
Clear and professional communication (verbal and written).
Strong decision-making and conflict resolution skills.
Ability to multitask and perform under pressure.
A proactive approach to process improvement and customer care.
Key Responsibilities
1. Customer Service Strategy & Oversight
• Design and implement customer service protocols in line with company standards.
• Set and track KPIs related to customer satisfaction, response time, and retention.
• Stay informed on industry practices and use them to refine service delivery.
2. Customer Interaction & Support
• Professionally handle escalated customer concerns, complaints, and inquiries.
• Ensure prompt, courteous, and effective resolution of all customer issues.
• Collect and evaluate customer feedback to inform service improvements.
3. Team Leadership & Development
• Supervise and support front-line customer service staff.
• Recruit, train, and conduct performance evaluations to build a high-performing team.
• Deliver training and mentoring to enhance staff performance and consistency.
4. Operational & Administrative Duties
• Maintain accurate records of customer interactions and service trends.
• Ensure customer service practices comply with company policies and data protection regulations.
• Introduce service innovations that boost operational efficiency and customer experience.
5. Customer Engagement & Retention
• Develop and lead customer engagement programmes (e.g. feedback loops, loyalty schemes).
• Build lasting relationships with clients to ensure satisfaction and repeat business.
• Represent the company positively during client visits, audits, and follow-up engagements.
Education: Minimum GCSEs or equivalent qualification.
Experience: At least 2 years in a customer service management or supervisory role, preferably within the cleaning or service sector.
Language Proficiency: Minimum B1 level English (CEFR standard).
Essential Skills:
Proven leadership, coaching, and people management capabilities.
Clear and professional communication (verbal and written).
Strong decision-making and conflict resolution skills.
Ability to multitask and perform under pressure.
A proactive approach to process improvement and customer care.
Key Responsibilities
1. Customer Service Strategy & Oversight
• Design and implement customer service protocols in line with company standards.
• Set and track KPIs related to customer satisfaction, response time, and retention.
• Stay informed on industry practices and use them to refine service delivery.
2. Customer Interaction & Support
• Professionally handle escalated customer concerns, complaints, and inquiries.
• Ensure prompt, courteous, and effective resolution of all customer issues.
• Collect and evaluate customer feedback to inform service improvements.
3. Team Leadership & Development
• Supervise and support front-line customer service staff.
• Recruit, train, and conduct performance evaluations to build a high-performing team.
• Deliver training and mentoring to enhance staff performance and consistency.
4. Operational & Administrative Duties
• Maintain accurate records of customer interactions and service trends.
• Ensure customer service practices comply with company policies and data protection regulations.
• Introduce service innovations that boost operational efficiency and customer experience.
5. Customer Engagement & Retention
• Develop and lead customer engagement programmes (e.g. feedback loops, loyalty schemes).
• Build lasting relationships with clients to ensure satisfaction and repeat business.
• Represent the company positively during client visits, audits, and follow-up engagements.