Customer Service Manager

Posting date:	15 January 2026
Salary:	£37,000.00 per year
Hours:	Full time
Closing date:	22 January 2026
Location:	Edinburgh, Edinburgh, EH6 5PH
Remote working:	Hybrid - work remotely up to 2 days per week
Company:	Search Consultancy LTD
Job type:	Permanent
Job reference:	Req/677267_1768495936

Summary

Customer Experience Manager

Monday to Friday - 8.30 -5pm (hybrid optional)

Salary - £37K

Manage day-to-day operations of a customer service team, ensuring high-quality service delivery and achievement of KPIs and SLAs. Lead and develop the team with a values-driven approach.

Key Responsibilities

Recruitment & Resourcing
Operational Management
Manage phone lines and email inboxes to meet SLAs.
Identify and implement process improvements.
Performance Monitoring
Track KPIs and SLAs, take corrective actions as needed.
Team Leadership
Set clear targets and objectives.
Line manage team leaders, support development and training.


Essential Requirements

Experience managing a team in a customer service environment.
Ability to produce MI to enhance performance through KPI's
Ability to prioritize tasks and solve problems independently.
Team player with a solution-focused approach.
Desirable

Experience working with vulnerable customers.
Ability to analyse data and identify trends.
Experience managing change in a fast-paced environment.

Search is an equal opportunities recruiter and we welcome applications from all suitably skilled or qualified applicants, regardless of their race, sex, disability, religion/beliefs, sexual orientation or age.