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back offer Job details
Location: Farnborough ,HampshireJob sector: Customer ServiceManagement
Salary: £40-50kExperience:
Job type: Permanent

Customer Service Manager

Permanent - Farnborough ,Hampshire

Based in Farnborough, Hampshire, our client operates within a highly technical, dynamic industry and

boasts an agile team.  Alongside the softer skills required in this role is an aptitude for understanding

technology and the ability to improve and take ownership of operational process governance and


As Customer Success Manager, you’ll lead the Success Team in their remit to add value

to their multiple customer touchpoints.  By ensuring the Success Team delivers to brand and service

guidelines whilst exceeding customer expectation, your team will achieve their objective of retaining,

strengthening and growing the Gradian footprint whilst supporting the sales effort.  

Your proven face to face customer service experience (gained at supervisory/managerial level) will bring

a track record of successful complex complaint management enabling you to act as the point of

escalation, and voice of experience, to resolve complex customer issues and complaints.

You will be committed to the ongoing evaluation and development of a proactive customer engagement

and communication plan where your strong planning, organisational and reporting skills will play an

important part in management reporting.  Your ability to listen and empathise is a critical success factor.

As confident in front of the Senior Management Team as you are in front of top tier customers,

your excellent IT and presentation skills, underpinned by strong written and verbal skills, will serve you

well.  You will be considered a “go-to” person with strong interpersonal skills that exude gravitas in face to-face engagements

.Self-motivated and driven, your team work ethic will lead and inspire your team members to be the best

versions of themselves that they can be.  




 The Success Team:

Managing and motivating the Success Team

Involvement in staff recruitment and appraisals

Training staff to deliver to a high standard

Hold regular team meetings to discuss expectations, listen to concerns and deliver

training through experience



 Engaging courteously with customers by telephone, email, webex and face-to-face

Understanding what “good” looks like to our customers

Investigating and solving customers' problems, which may be complex or long-standing

 Point of escalation for customer complaints/major incidents

Providing help to customers using company Value-Added-Products

 CX Framework:

Helping to deliver and implement CX policies

Delivering against the brand principals

Meeting with other managers to discuss possible improvements to customer experience

Close cross departmental collaboration to ensure ongoing improvements to customer satisfaction.


Reporting & Operations:

 Keeping accurate records of discussions or correspondence with customers within


 Analysing statistics or other data to determine the level of customer satisfaction/service

the business is providing

 Producing written information/reporting for customers

 Providing the appropriate management information required on your team

Improving pan-company process, procedure and policy


Ongoing Learning:

Learning about products/services and keeping up to date with changes

Keeping ahead of developments in customer experience by reading relevant journals,

going to meetings and attending courses

Gradian, Abbey House, 282 Farnborough

What We Ask Of You


 You’ll have a good personal presentation, especially when face-to-face with customers

Whatever the setting, you will need to behave in a calm, professional and responsible manner at

all times

You’ll be able to deal with customers who are upset or angry

You’re committed to continuous self-improvement

Based from our Farnborough office, you’ll spend some of your time visiting customers.

Occasionally you may have to travel long distances throughout the UK; this might involve

overnight stays

You’ll report into our Head of Customer Experience



 ITIL/Agile/Prince 2 preferred

7 years + customer facing experience

5 years + engaging on high profile customer projects

3 years + supervisory/managerial level experience

CRM experience



  Full driving licence

Strong commercial awareness & experience

Effective player/manager

Leadership and motivational skills with and an ability to train, coach and develop a team 

 Inspire confidence in your customers, your team and your colleagues

Positive “can-do” approach with a brand ambassador mind-set, you bounce back after a set-


Creative thinking, fresh idea generation for ongoing improvements

An ability to work well under pressure and multi-task whilst retaining exceptional attention to


A critical thinker with an ability to troubleshoot & problem solve

 Reporting and analytical skills with ability to evaluate and interpret data


Search Recruitment Ltd is acting as an Employment Agency in relation to this vacancy

"Due to the high volume of applications we currently receive, we are unable to respond to all candidates. If you do not hear from a Consultant within 5 working days unfortunately you have been unsuccessful on this occasion".

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