XMA
Customer Service Manager
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Customer Services Manager
Location: Nottingham – Onsite
Salary: £45,000–£50,000 base
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.
The opportunity
We’re looking for an experienced Head of Customer Services to lead, develop and inspire a high-performing customer services function within XMA.
This is a hands-on leadership role with real operational ownership. You’ll be responsible for ensuring customers receive an excellent and consistent service while making sure the function delivers against agreed service levels and protects the commercial interests of the business.
You’ll take ownership of the day-to-day customer service operation, leading the team, managing performance and capacity, resolving escalations and driving improvements to the way the department works.
What you’ll be doing
You’ll lead, coach and develop the Customer Services team (6-8 people), creating a culture of accountability, ownership and excellent customer service. You’ll maintain control of workloads, ticket queues, backlogs and operational priorities while ensuring agreed service levels are consistently achieved.
A key part of the role will be identifying where things can work better. You’ll use operational data and Power BI to understand demand, capacity and risk, while driving continuous improvement through root-cause analysis, process simplification, standardisation and automation.
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You’ll also:
- Take ownership of escalations and service recovery for strategic customers.
- Maintain oversight of commercially important issues including credits, invoicing queries, returns and warranties.
- Develop the team through training, cross-skilling, succession planning and clear development plans.
- Build strong relationships across the wider business to resolve issues and improve customer outcomes.
- Lead daily operational reviews, weekly performance meetings and monthly service reporting.
What we’re looking for
You’ll be an established customer service or customer operations leader who is comfortable combining people leadership with operational delivery. You’ll know how to manage a busy service environment, use KPIs and data to improve performance, and bring structure and control to competing priorities.
We’re particularly interested in candidates with:
- Significant experience leading a Customer Services, Customer Operations or Service Delivery function.
- Strong people leadership, coaching and performance-management experience.
- Experience managing high-volume operations, SLAs, workloads and backlogs.
- A track record of improving processes and reducing repeat customer demand.
- Good commercial awareness, ideally across post-sales processes such as credits, returns, warranties or invoicing.
- Confidence using management information and operational data to make decisions.
- Strong stakeholder management and communication skills.
- Experience with customer service, ERP or ticket-management systems.
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Experience within a technology, distribution or B2B environment would be particularly valuable, as would experience with Power BI, Halo, Ivanti, Prism or similar platforms. Lean, Six Sigma, ITIL or other Continuous Improvement qualifications would also be advantageous.
Disability Confident Employer
We are registered Disability Confident Employer (Level 3) 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 training@xma.co.uk, we will be happy to action your requests.
Keywords: customer services manager, customer services team leader, head of customer service, customer operations
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