Customer Service Manager

JOB TITLE: Customer Service Manager

LOCATION: Nottingham

SALARY: £35,000 - £42,500

SETTING: Office based with two days a week working from home

BENEFITS: Private Healthcare, Pension, 25 days holiday rising to 30 over 5 years, Group Life Insurance, Income Protection, Gym Discounts, Free Fuel Fridays, Employee of the Quarter, Employee Referral program and many more.

Established in the 80’s, XMA has grown to become one of the top ten largest value-added resellers in the UK. Today, we’re an independent UK company with full geographic coverage – and our skilled workforce serves a diverse customer base across the public and private sector.

We win awards for our ability to help organisations and users achieve more with technology. We specialise in realising individual ambitions to transform and evolve. We consult, define, adapt, and deliver on real-life outcomes. We collaborate closely to bring that positive impact home.

We have a fantastic opportunity for a Customer Service Manager. Within the Customer Experience Pillar, our aim is to deliver eXceptional customer service. We are passionate about supporting customers and our success is governed by how our customers feel about the experience they have encountered.

COMMUTABLE LOCATIONS:  Nottinghamshire, Derbyshire, Leicestershire

JOB SPECIFICATION: Customer Service Manager

The responsibilities include, but are not limited to:

The Customer Service Manager role will involve liaising and collaborating with customers and different departments at all levels to deliver an eXceptional customer experience, supporting customer retention and continual improvement of relationships.

Responsibilities include:

• Managing the team’s performance levels.
• For continual improvement, look for and implement efficiencies within Customer Services.
• Implementing preventative steps/ training across the business to reduce query volumes.
• Identifying and escalating any potentially significant problems which may affect the goodwill of customers.
• Supporting the customer service team with resolution of queries within agreed service levels, at a high standard and incorporate XMA Values.
• Point of escalation for the team and internal/ external customers
• Setting team objectives, supporting their personal development and monthly team check ins.
• Supporting CX Director with Strategy development and Implementation in line with the company's Executive business objectives.
• Ensuring effective communication and governance is maintained within the team.

REQUIREMENTS: Customer Service Manager

We are looking for someone with significant experience of working in a customer service environment in a leadership role. Other skills expected include:

• Experience of working under pressure and to deadlines.
• Experience of working in a team environment with shared goals. 
• Familiarity with management techniques.

KEYWORDS: Customer Service, Customer Satisfaction, Client Management, Account Management, Customer Journey, Relationship, Leadership, Customer Service Manager

We believe in fostering an inclusive environment in which employees feel encouraged to share their unique perspectives, leverage their strengths, and act authentically. We know that diverse teams are strong teams, and welcome those from all backgrounds and varying experiences.

We are proud to be an equal opportunity employer committed to diversity and inclusion in the workplace. Qualified applicants will be considered for employment without regard to race, colour, religion, national origin, age, sex, sexual orientation, gender identity, physical or mental disability, protected veteran or military status or any other status protected by applicable law”

We are registered Disability Confident Employer (Level 2) and as such, we will ensure that individuals who have a disability are provided reasonable accommodation, to enable full participation in the job application and interview process.

If you have any such requirements, please do not hesitate to contact us on our email which is (url removed)  We will be happy to action your requests.