Customer Service Manager - ACS Performance : Job Details

We're recruiting a Customer Service Manager (CSM) for a fast-paced customer-centric business. This leadership role oversees the day-to-day operations of the Service Desk, ensuring customers receive outstanding support and care while continually improving service levels and team performance.

The ideal candidate would have;

• Proven leadership in customer service or service desk environments, with experience managing teams, coaching team leads, and continuously raising the bar for what "good" looks like in service delivery.
• Strong focus on performance and accuracy, able to track and report on KPIs, manage high ticket volumes, and ensure quality assurance across all channels while meeting SLAs.
• Passionate about developing people, especially in professional communication-skilled at training junior staff to handle diverse customer interactions confidently and effectively.
• Confident in driving efficiency through technology, including introducing AI and support tools to streamline processes, reduce costs, and enhance the overall customer experience.
• Proactive, analytical, and highly communicative, with the ability to plan ahead, identify improvement opportunities, and present clear data-driven insights to senior leadership.

This is a great opportunity to lead a growing team, drive service excellence, and make a visible impact in a collaborative and high-performance environment.

ACS are recruiting for a Customer Service Manager. If you feel that you have the skills and experience required in this advertisement to be a Customer Service Managersubmit your CV including an outline of your experience as a Customer Service Manager. It is always a good idea to include a covering letter outlining your experience as a Customer Service Manager with your application as this will enhance your chances of selection and improve your prospects of landing the Customer Service Managerrole you desire.