Customer Service Manager

Customer Service ManagerHorsham, West Sussex Full-time |£40 to £45k  Excellent BenefitsAre you a natural leader with a passion for delivering exceptional customer experiences? Telecom Acquisitions is looking for a proactive and people-focused Customer Service Manager to lead our dynamic support team during an exciting phase of growth.As the driving force behind our Customer Care and Technical Support desks, you’ll ensure every customer interaction is handled with care, speed, and precision. You’ll coach and empower team leaders, champion quality, and continuously raise the bar for service excellence.What You’ll Be Doing:Oversee day-to-day operations of our Customer Care and Technical Support teamsEnsure SLAs are met and exceeded through smart triaging and proactive leadershipAudit tickets, calls, and chats to drive first-time resolution and quality assuranceDeliver regular coaching, 1:1s, and performance feedback to team membersCollaborate with the Commercial Director to streamline processes and boost efficiencyOwn the quarterly training plan and foster a culture of growth and accountabilityMonitor outsourced supplier performance and ensure alignment with our service standardsWhat You’ll Bring:Proven experience managing customer service or support teamsStrong understanding of SLA management and service desk operationsExcellent communication, coaching, and team-building skillsA passion for customer satisfaction and continuous improvementDetail-oriented mindset with the ability to thrive in a fast-paced environmentWhy Join Us?We’re part-owned by TalkTalk and rapidly expanding in the broadband and utilities space. At Telecom Acquisitions, you’ll find a collaborative culture, real opportunities for growth, and a team that celebrates innovation and customer-first thinking.