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Customer Service Desk Manager
Salary context from live listings
Observed pay for customer support jobs in the united kingdom
Among 5 openings that publish compensation, the median stated annual range is $45K–$48K USD. This uses observed listing data across 76 live jobs, never an estimated salary.
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**Job Title: Customer Service Desk Manager**
**Location:** HSM UK Burntwood
**Reports To:** Operations Director
**Management Structure:** Engineering Manager
Warehouse and Logistics Manager
Business Systems Manager
**Role Overview**
We are seeking an experienced and proactive **Customer Service Desk Manager** to lead our front\-line support team in delivering exceptional service to clients. This role is critical in ensuring smooth operations, timely resolution of customer queries, and maintaining high standards of professionalism within a fast\-paced Service Engineering environment.
**Key Responsibilities**
* **Commercial Focus:** Maximising Revenue and Engineer Utilisation * **Team Leadership:** Manage and motivate the customer service desk team, ensuring clear objectives, performance monitoring, and professional development. * **Service Delivery:** Oversee day\-to\-day operations of the service desk, ensuring all customer inquiries and issues are resolved promptly and effectively. * **Process Improvement:** Identify opportunities to enhance service desk processes, implement best practices, and drive continuous improvement. * **Customer Experience:** Maintain high levels of customer satisfaction through effective communication, problem\-solving, and relationship management. * **Reporting \& Analysis:** Monitor KPIs, prepare regular performance reports, and provide insights to senior management. * **Collaboration:** Work closely with engineering teams to ensure technical issues are escalated and resolved efficiently. * **Compliance:** Ensure adherence to company policies, health and safety standards, and data protection regulations.
**Skills \& Qualifications**
* Proven experience managing a customer service desk or similar role, ideally within a technical or engineering environment. * Strong leadership and team management skills. * Handle strong personalities diplomatically and maintain team harmony in a supportive and collaborative work environment. * Create a psychologically safe environment, recognise stress, and offer resources or empathy. * Inspire individuals and teams to stay engaged and perform at their best. * Excellent communication and interpersonal abilities. * Ability to analyse data and produce actionable insights. * Familiarity with SAP (desirable), Service Desk Software (essential) * Problem\-solving mindset and ability to work under pressure.
Pay: £35,000\.00 per year
Benefits:
* Company pension * Flexitime * On\-site parking * Private medical insurance * Sick pay
Education:
* GCSE or equivalent (preferred)
Experience:
* Customer Service Management : 2 years (required) * Service Desk : 2 years (required)
Work Location: In person
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