Job Description

Overview

We are seeking a highly organized and customer-focused

Customer Service Manager

to lead and manage client service operations within our

security services

division. This role is responsible for ensuring high levels of client satisfaction, coordinating service delivery with operations teams, and managing client relationships. The ideal candidate has experience in both customer service and the security industry, with a proactive and problem-solving mindset.

Client Relationship Management:

o Act as the primary point of contact for clients regarding service delivery and issue resolution.

o Build strong, long-term relationships with clients, ensuring their needs are met and expectations exceeded.

o Supervise customer service staff or account managers assigned to specific clients or regions.

o Provide training, guidance, and support to team members to maintain service quality.

o Coordinate closely with operations and field security teams to ensure contract compliance and service delivery.

o Monitor and evaluate service performance, addressing deficiencies promptly.

o Handle client complaints and incidents effectively, ensuring swift resolution and appropriate follow-up.

o Maintain records of complaints, responses, and corrective actions.

o Generate regular reports on service levels, customer feedback, and performance metrics.

o Analyse data to identify trends and recommend improvements.

o Continuously assess and improve customer service processes and systems.

o Implement best practices to enhance customer satisfaction and efficiency.

Qualifications:

Proven experience in a

customer service management role

, ideally within the

security services

industry must have SIA licence.

Strong leadership and people management skills.

Excellent communication and interpersonal skills.

Ability to manage multiple client accounts and resolve conflicts effectively.

Familiarity with security service protocols, incident reporting, and service-level agreements (SLAs).

Preferred Qualifications:

Experience working with government or corporate clients in the security sector.

Certifications in customer service, conflict resolution, or security management (e.g., ASIS certifications).

Knowledge of relevant compliance standards and regulations (e.g., GDPR, health and safety standards).

Job Type: Full-time

Pay: Up to 31,352.26 per year

Benefits:

Company pension Employee discount Flexitime On-site parking Work from home
Flexible language requirement:

English not required
Schedule:

Monday to Friday
Work Location: In person

Reference ID: VITAL2025/2
Expected start date: 01/08/2025