Customer Service Manager Job at 360 Resourcing Solutions (Nottingham)

Customer Service Manager

360 Resourcing Solutions

Location:
United Kingdom , Nottingham

Category:
Customer Service

Contract Type:
Not provided

Salary:

Not provided

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Job Description:

The Service Desk is a busy department which assists with the planning, scheduling and administration associated with all Global’s maintained service contracts, including responding to and dispatching emergency callouts our clients may have. Once our Engineers have attended jobs, our case management system and the client’s portals need updating so an invoice can be produced and circulated to the client. The role of Customer Service Manager is responsible for providing effective management of a team of Customer Service Administrators and the smooth running of its systems and functions. The goal is to keep the team & department running in an efficient manner, to increase customer satisfaction, loyalty and retention, and to meet their expectations.

Job Responsibility:

Improve customer service experience, create engaged customers and facilitate organic growth
Ensure customer statuses are reflective of field activities real time, including maintaining the customer’s portal and the company’s database
Take ownership of customers issues and follow problems through to resolution
Develop, maintain, and optimise service procedures, policies and standards
Keep accurate records and document customer service actions and discussions
Analyse statistics and compile accurate reports, to determine action for achieving required KPI and SLA performance
Determine and control resources and utilise assets to achieve qualitative and quantitative targets
Recruit, mentor and develop team members
and nurture an environment where they can excel through encouragement and empowerment
Conduct performance management and maintain high levels of morale, through an appraisal programme, objective setting, regular 1:1 reviews and team meetings
Hold regular team meetings, generate team and individual feedback in respect to process and service improvements
Timely completion of general housekeeping activities

Requirements:

Proven working experience as an Operations Team Leader / Contact Centre Supervisor/ Customer Service Manager
Experience in providing customer service support and working in a customer service/contact centre environment
Excellent knowledge of management methods and techniques
Ability to make sound decisions, timely, often under pressure
Strong client-facing and communication skills, both written and oral
Customer service orientation
Ability to solve problems efficiently
Ability to effectively prioritise a busy workload and meet deadlines
Experience of working in a customer service team and in a fast-paced environment
Knowledge of customer service principles and practices

Additional Information:

Job Posted:
February 16, 2026

Employment Type:

Fulltime

Work Type:

On-site work

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