Remote Customer Service Manager

Location

Remote (Home-Based)

Hours - 5 days out of 7 Monday to Sunday, working on a rota basis.

Reports To

Director of Operations / Head of Customer Experience

Job Purpose

The Remote Customer Service Manager is responsible for leading and developing a remote customer support team to deliver outstanding customer experiences across multiple communication channels. The role focuses on driving service excellence, improving customer satisfaction, managing team performance, and ensuring efficient resolution of customer enquiries and issues.

Key Responsibilities

• Lead, motivate, and develop a remote customer service team.
• Conduct regular one-to-one meetings, coaching sessions, and performance reviews.
• Manage staffing levels, schedules, and workload allocation.
• Foster a positive, collaborative, and customer-focused culture.

Customer Experience

• Ensure high levels of customer satisfaction and service quality.
• Monitor and improve customer service processes and procedures.
• Handle complex customer complaints and escalations.
• Identify opportunities to enhance the customer journey.

Performance Management

• Track and report on key performance indicators (KPIs), including:
• Customer Satisfaction (CSAT)
• Average Response Time
• Service Level Agreements (SLAs)
• Develop action plans to improve team performance.

Operational Excellence

• Establish and maintain customer service standards.
• Implement best practices and continuous improvement initiatives.
• Manage customer service software, CRM platforms, and reporting tools.
• Collaborate with other departments to resolve recurring customer issues.

Training & Development

• Create and deliver training programmes for new and existing team members.
• Identify skills gaps and development opportunities.
• Support career progression and succession planning within the team.

Essential Skills & Experience

• Proven experience managing a customer service team.
• Experience leading remote or distributed teams.
• Strong knowledge of customer service principles and best practices.
• Excellent leadership, coaching, and communication skills.
• Experience with CRM and customer support systems
• Strong analytical and problem-solving abilities.
• Ability to manage multiple priorities in a fast-paced environment.
• Proficiency in Microsoft 365 applications.

Desirable Qualifications

• Degree in Business, Management, Customer Experience, or a related field.
• Customer service management certification.
• Experience within a remote-first organisation.