Role Overview:We''re seeking an experienced Customer Service Manager to lead a motivated team and ensure exceptional customer experiences. This role is hands-on, fast-paced, and critical to delivering operational excellence. You''ll manage people, processes, and performance, driving improvements and ensuring the customer journey is seamless from start to finish. Key Responsibilities:Lead and manage the customer service team, handling all aspects of team performance and development.Monitor and improve customer satisfaction metrics and KPIs.Handle escalated complaints promptly, ensuring a positive outcome.Drive process improvements to enhance efficiency and service quality.Oversee workforce planning, including rota management, annual leave, and performance reviews.Work closely with other departments to ensure smooth operations and consistent communication.Prepare and present regular reports on team performance and service levels.Implement and maintain effective communication strategies across all customer touchpoints.Support the development of training programs to upskill the team and maintain high standards.Ensure compliance with internal policies and procedures.Contribute to shaping the department''s strategy and future direction. What We''re Looking For:Minimum 3 years'' experience in a management role within customer service.Strong leadership and people management skills.Highly organised, adaptable, and solution oriented.Excellent communication skills (written and ..... full job details .....