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Customer Service Manager

Customer Service Manager

Job Title: Customer Service Manager
Contract Type: Permanent
Location: Swansea
Industry: Administration and Office Support
Reference: HQ00010829_1684412437
Contact Name: Saskia Parker
Contact Email:
Job Published: 18 May 2023
Job Description

Customer Service Manager

Up to £29,500 + Commission Scheme + Hybrid working

Permanent Position

Monday- Friday - 37.5 Hours


Our client, an award-winning Facilities Management company who are on a huge growth trajectory, is looking for a Customer Service Manager to join them on a permanent basis.

As a Customer Service Manager, you will be part of the Operations Team, where you will be the first point of contact for the management team, assisting in developing the company's customer service delivery.

As a Customer Service Manager you will:

  • Manage the end-to-end life cycle of all complaints and ensure efficiency throughout.
  • Visiting customers and maintaining regular contact to fully understand needs and expectations
  • Analyse trends in customer feedback, and design interventions and the implementation of new processes to enhance the customer service experience.
  • Review statistical data and analysis in relation to complaints handling performance and share through reporting.
  • Oversee and undertake other activities as required in order to gauge customer feedback and make sure that this is used effectively. This will include one-to-one interviews and focus groups, and on-line methods of engagement, including the use of social media.
  • Play a key role in the onboarding of new customers, working closely with the Growth team.
  • Review audits and identify opportunities and threats alongside Divisional Manager

What you will require to be successful:

  • Previous Experience within a Customer Services Management role is desirable
  • An analytical mind with attention to detail, with particular focus on qualitive data when reviewing performance
  • Microsoft Power BI Experience is essential
  • CRM (Customer Relationship Management) software experience


  • Up to £29,500
  • Hybrid working
  • Commission Scheme
  • Regular company events
  • Monthly reward and recognition scheme

If this role sounds like you, please click APPLY NOW or call 07734595170 for more details.

Vibe Recruit is acting as an Employment Agency in relation to this vacancy.

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