Job Description

Mughal Driving School Ltd is a growing and reputable provider of driver education services in Derby. We are seeking a proactive and experienced

Customer Service Manager

to lead our front-office team and ensure high-quality learner and client support. The successful candidate will manage day-to-day operations, maintain service excellence, and support the wider business in driving student success and satisfaction.

Key Responsibilities

Lead and supervise the customer service team, ensuring effective communication and excellent learner experience. Develop and implement customer service policies and operational procedures. Monitor service performance, handling escalations and resolving complaints efficiently. Maintain accurate records and oversee CRM usage in line with GDPR and company policies. Organise and improve lesson booking, scheduling, and instructor coordination. Recruit, train, and support customer service staff, encouraging continuous development. Analyse customer feedback and prepare regular reports for management on trends and KPIs. Identify and implement service improvements and process enhancements. Work closely with the sales and admin teams to align service delivery with business goals. Represent the school in a professional manner in all client-facing interactions. Ensure compliance with health & safety and safeguarding policies where applicable. Support marketing efforts with feedback-based insight and client engagement strategies.

Requirements

Experience in a supervisory or managerial customer service role Excellent communication, leadership, and organisational skills Familiarity with CRM systems and Microsoft Office High attention to detail and strong problem-solving ability Customer-focused with a positive and professional attitude Previous experience in an education or training business is desirable
If you are passionate about delivering outstanding customer experiences and possess the necessary skills to lead a dynamic team, we encourage you to apply for this exciting opportunity as a Customer Service Manager.

Job Types: Full-time, Permanent

Pay: 31,000.00-40,000.00 per year

Benefits:

Company pension
Schedule:

Monday to Friday
Work Location: In person

Reference ID: Mughal-CSM-2025