Customer Service Manager

Exciting Opportunity Alert!

Are you a dynamic and motivated individual with a passion for exceptional Customer Service? Are you looking to join a forward-thinking organisation and support and build the Customer Service department. If so, we have the perfect role for you!

Our client, a leading Membership services provider based in Burton On Trent is seeking a Customer Service Manager to join their team. As the Customer Service Manager, you will play a key role in leading and managing the day-to-day operations of the Member Services department.

What's in it for you? ?

? Competitive salary of £33,000 - £37,000 per annum depending on experience

? 25 days of holiday plus your birthday off ?

? Health insurance to keep you well-covered

? Hybrid working options for a healthy work-life balance

? Pension contribution matching for a secure future

Key Responsibilities:

• Lead and oversee all aspects of the daily operations of the Member Services department.
• Manage and coach a small team of dedicated Member Service personnel.
• Provide outstanding member support through various channels, including email, ticketing system, and more.
• Act as the point of escalation for complex member/partner queries, ensuring efficient resolution.
• Nurture partner relationships to deliver effective and timely resolutions for our members.
• Implement standard operating procedures, Customer Service protocols, and process documentation to improve efficiency.
• Evaluate and set new SLAs for member queries.
• Stay up-to-date with Customer Service platforms and technology, ensuring compliance with GDPR regulations.
• Review member touchpoints and recommend new communication channels.
• Collaborate with internal stakeholders to enhance the member experience.

Qualifications and Skills:

• Proven experience in managing and leading Customer Service Departments.
• Strong coaching and motivational skills to inspire your team.
• Excellent communication skills, both written and verbal.
• Detail-oriented with strong problem-solving abilities.
• Experience in creating and implementing Customer Service policies and SOPs.
• Operational mindset with a commercial focus.
• Ability to deliver meaningful MI reports and drive KPIs aligned with business goals.

? Working in a small friendly and well established team this is an amazing opportunity to join a thriving organisation and contribute to their continued success. Apply now or contact Sophie Pugh on or

Office Angels acts as an employment agency for permanent recruitment and an employment business for the supply of temporary workers. Office Angels UK is an Equal Opportunities Employer.

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