Customer Service Manager

Location: Bournemouth Salary: £50,000 – £55,000pa Hours: 9am-5pm office based Benefits: * 25 days holiday + bank holidays (increasing with service) * Birthday off * Modern offices with onsite café and gym * Close to Bournemouth beach * Monthly staff awards and social events * Retail discounts If you’re a strong, commercially minded Customer Service leader who knows how to balance empathy with accountability — this is one you’ll want to read. Aspire Jobs are working exclusively with a fast-growing telecommunications provider looking to hire an experienced Customer Service Manager to lead and develop their expanding support function. This is a pivotal hire: someone who can bring structure, raise standards, and lead from the front in a lively, high-energy environment. This hands-on leadership role is one where you will manage UK and offshore teams, take ownership of escalated customer complaints, and drive improvements across customer experience, processes, and performance. The business has grown quickly and is now at the stage where processes need refining and strengthening — so this role is perfect for someone who thrives on building, improving, and making things better. You’ll also play a key role in driving forward a new knowledge-based AI agent, helping modernise and future-proof the customer experience offering. The Culture This is a young, energetic, and ambitious business. It’s lively, fast-moving and full of personality — not corporate, not quiet, and definitely not for someone who wants to sit in the background. You’ll need confidence, presence, and a bit of backbone to thrive here Key Responsibilities: * Lead, manage and develop a Customer Service team (UK & overseas) * Handle complex and escalated customer complaints with professionalism and commercial awareness * Create and implement structured training programmes * Review and improve customer service processes, SLAs and KPIs * Work cross-functionally to enhance the end-to-end customer journey * Support the rollout of a knowledge-based AI customer support tool * Monitor complaint trends and implement preventative measures Requirements: * Proven experience in Customer Success / Customer Experience Management * Strong call centre / contact centre background (essential) * Experience managing teams (including remote/offshore) * Ability to balance customer empathy with business needs * Process-driven with strong attention to detail * Confident communicator with strong people management skills About the Business: A rapidly growing organisation within the telecommunications sector, offering a dynamic, fast-paced and energetic working environment. This is an excellent opportunity to join a business where you can make a real impact and help shape the future of the customer experience function. If you’re a driven Customer Service leader looking for your next step in a growing business, apply today