Customer Service Manager– Job Specification

About the role..

The Customer Service Manager will lead the day‑to‑day operations of the customer support function, ensuring customers receive exceptional service across all touch points. This role is responsible for managing a team, improving processes, and driving a culture of customer‑centricity. Based in Exeter, the position offers the opportunity to shape a high‑performing service operation within a growing organisation.

Key Responsibilities

Team Leadership & Development

• Lead, coach, and develop a team of customer service advisors to deliver outstanding service

• Conduct regular 1:1s, performance reviews, and training sessions

• Foster a positive, collaborative, and high‑performance team culture

Customer Experience Management

• Ensure all customer interactions are handled efficiently, professionally, and with empathy

• Monitor service quality across phone, email, live chat, and social channels

• Resolve escalated customer issues and act as the point of contact for complex cases

• Analyse customer feedback to identify trends and opportunities for improvement

Stakeholder Communication

• Provide regular updates to senior leadership on performance, risks, and opportunities

• Collaborate with internal teams to ensure customer insights inform business decisions

• Represent the customer service function in cross‑departmental projects

Required Skills & Experience

• Proven experience in a customer service leadership role (Team Leader, Supervisor, or Manager)

• Strong people‑management skills with the ability to motivate and develop teams

• Experience working with customer service platforms

• Ability to analyse data, interpret trends, and make evidence‑based decisions

• Highly organised with strong attention to detail and the ability to manage multiple priorities

• Customer‑centric mindset with a passion for delivering exceptional service

In return

• Excellent salary and commission scheme

• On - site working but flexi time hours.