Customer Service Manager

We are looking for a highly experienced Customer Service Manager to join a successful and growing business in Brackley.

The role is full time and permanent offering a salary of between £44,000 to £46,000.

Based onsite you will be supporting and managing a small team, managing key accounts, overseeing service delivery and maintaining strong client relationships.

Key Skills Required for the Customer Service Manager:

• Lead, manage, and support the Key Account Administration team, culturing a positive working environment to enhance performance and development


• Build and maintain strong, effective relationships with a portfolio of Key Accounts


• Take full ownership of national and key account contracts, ensuring work is allocated, managed, and delivered in line with agreed KPIs


• Handle escalations, complaints, and service issues, ensuring timely resolution and driving continuous improvement


• Oversee contract renewals and monitor ongoing account performance to maximise client satisfaction and retention


• Manage invoicing processes for Key Accounts, ensuring accuracy and the timely processing of payments to franchisees


• Support the onboarding and training of new team members


• Manage and continuously enhance team processes to ensure alignment with customer requirements and operational efficiency


• Produce and deliver insightful weekly and monthly performance reports to senior management


• Support the onboarding and training of new franchisees, including coordination of logistics and materials


• Provide day-to-day support to franchisees, including systems guidance, handling enquiries, and maintaining effective communication


• Deliver training to franchisees on operational systems and processes


• Provide operational support to Regional Development Managers and engineers


• Support corporate locations with debt management and quote follow-up activities


• Support the planning and delivery of Reunion events, including content development and coordination

Key Skills Required for the Customer Service Manager:

• Proven experience in managing a customer service team


• Experience managing in a contact or call centtre would be an advantage


• Strong, collaborative leadership experience


• Adaptable in a changing environment


• Able to prioritise and manage multiple tasks


• Ability to create and nurture a positive culture


• Experience in managing high volume, fast paced customer service environment


• Proficient IT skills


• Proactive mindset, with excellent problem solving skills


• Highly organised with meticulous attention to detail


• Confident communicator, able to build strong relationships


• Full UK driving licence

What's in it for you?

• Salary £44,000 to £46,000


• Based onsite Mon - Fri 8.30 - 5.00 pm (30 mins lunch)


• 23 days hol + bank hols (you can also buy and sell hols days)


• Birthday day off (after one year service)


• Training, development and progression


• Annual performance and company related bonus


• Associate days, socials


• Associate equity program


• Plenty of free parking