Customer Services Manager

Location: Mitcheldean
Salary: £35,000 - £40,000 a year
Job type: Permanent, Full-time

Customer Manager , Mitcheldean - Up to £40,000 

Global CTS is working with a client based in Mitcheldean who are looking for a Customer Manager to join their growing team. The Customer Manager is responsible for leading the customer team of nine to deliver world-class support to their valued customers. You will play a crucial role in enhancing customer satisfaction, driving operational efficiency, and fostering a customer-centric culture within the organisation. The Customer Manager is responsible for manging the day-to-day operation for our existing customer base, providing direct line management support to our customer colleagues and minimising risk across the function. We are seeking a driven person with a strong proven management background within a service sector. This will be a challenging, but rewarding role.

Main Responsibilities

Team Leadership:

  • Lead and motivate a team of customer representatives to achieve performance targets and deliver exceptional service
  • Provide guidance, coaching, and mentorship to team members to ensure continuous improvement and professional development
  • Foster a positive and collaborative work environment that encourages teamwork and high morale

Customer Experience:

  • Develop and implement strategies to enhance the overall customer experience and satisfaction
  • Analyse customer feedback and metrics to identify areas for improvement and implement initiatives to address them
  • Ensure timely resolution of customer inquiries, complaints, and escalations while maintaining a high level of professionalism and empathy

Process Improvement:

  • Evaluate existing customer service processes and systems to identify inefficiencies and areas for optimisation
  • Implement best practices and streamline processes to improve operational efficiency and maximize productivity
  • Work cross-functionally with other departments to address customer service-related issues and drive continuous improvement initiatives
  • Evaluate and manage risk across this function and our customer base to ensure that our processes are adhered to and amended when and if necessary

Performance Monitoring:

  • Monitor key performance indicators (KPIs) such as customer satisfaction scores, retention and growth of our customers
  • Analyse performance data to identify trends, opportunities and areas for improvement
  • Develop and implement action plans to address performance gaps and achieve departmental goals

Training and Development:

  • Develop and deliver training programs to equip customer service representatives with the necessary skills and knowledge to excel in their roles
  • Conduct regular performance reviews and provide constructive feedback to team members
  • Identify training needs and opportunities for skills development to enhance team performance and individual growth

Global CTS Limited

No terminology used in this job description is intended to discriminate against a person’s age, race, religion, gender, marital status, colour, disability or sexual orientation. Each candidate is only assessed on their merits, qualifications and abilities to perform the duties of the job described above. In submitting your CV to Global CTS Ltd via email, social media, our website (general submission or vacancy application) or to a Global CTS vacancy via a jobs board you imply consent for Global CTS to process your personal data for the purposes of considering your suitability for vacancies and provision of work-finding services. We will never pass on your CV/details without receiving prior permission from yourself.

Job Types: Full-time, Permanent

Salary: £35,000.00-£40,000.00 per year


  • Company pension
  • Free parking
  • On-site parking


  • Monday to Friday

Work Location: In person

Reference ID: 1883127

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