AV Customer Service Manager

Customer Service & Experience Manager
Salary: £40,000 - £50,000 pa

About the role
We're looking for an experienced Customer Service Manager to lead a small but busy team and take ownership of how our client support their customers day to day.

This is a hands on leadership role. You'll be responsible for guiding and developing the team, but you'll also be right in the detail, handling escalations, solving complex issues, and making sure customers get the right outcome quickly and professionally.

You'll play a key role in shaping the customer journey, improving processes, and making sure service levels stay high across the board. Just as important, you'll work closely with other teams to keep communication smooth and ensure customers remain at the centre of every decision.

What you'll be doing
You'll lead a team of Customer Service Assistants, supporting them with coaching, development, and day to day direction. Alongside that, you'll step in on more complex or sensitive customer cases, making sure they're resolved properly and fairly.

You'll oversee the full customer support process, including returns, warranties, and complaints, ensuring everything is handled in line with company standards and UK consumer rights.

A big part of the role is collaboration. You'll work closely with Sales, Operations, Warehouse, and Finance teams to resolve issues and improve how things run. You'll also take ownership of reporting, tracking performance, and identifying where improvements can be made.

What they're looking for
They are after someone who has led a customer service team before and is confident working in a fast paced B2B environment.

You'll need to be comfortable handling complaints, influencing internal stakeholders, and making decisions under pressure. Strong communication, organisation, and problem solving skills are essential, along with a calm and practical approach.

Experience in AV, IT or technology would be useful, as would knowledge of CRM systems like Salesforce or Sage, but it's not essential.

What's on offer

• Basic salary between £40,000 - £50,000 pa depending on experience
• 20 days holiday plus bank holidays, rising with service
• Medicash cash plan
• Death in service cover
• Pension scheme
• Training and development opportunities
• A supportive team environment with the chance to genuinely shape how customer service is delivered