Customer Service Manager

Location: Orpington (Office-based)

We are recruiting a Customer Service Manager on behalf of a well-established and growing service-led organisation operating within the security and life safety sector.

This role will lead and develop a team of office-based Customer Service Advisors alongside field-based Engineers, ensuring consistently high service standards across all customer interactions. The successful candidate will champion customer service excellence, drive adherence to SLAs and KPIs, and take ownership of escalated customer issues to resolution.

You will be responsible for improving customer service processes, supporting recruitment, on-boarding and performance management, and fostering a positive, accountable team culture. Working closely with operational and engineering leadership, you will help identify service improvements, manage performance reporting, and contribute to wider business objectives.

Key requirements include:

Proven experience in customer service management within a fast-paced environment

Experience leading both office-based teams and field engineers

Strong people management skills including training, reviews, and performance management

Confident handling escalated complaints and service recovery

Ability to manage KPIs, service levels, and operational performance

Customer-focused, organised, and calm under pressure

Additional details:

Office-based role, Monday to Friday

One day working from home available after probation

Security screening required

This opportunity would suit a structured, fair, and customer-driven manager looking to step into a key leadership role within a growing organisation