Customer Service Manager

  • Location
    Livingston, West Lothian
  • Category
    Customer Service - Customer Services Manager
  • Contract Type
  • Salary
    £ 23000 - £ 26000 / Year
  • OrganizationType

*Are you a highly proactive Customer Service Manager with excellent business and commercial acumen who thrives on providing a first-class service experience?

*Would you like to pursue a career within Facilities or already have Facilities Management experience?

*Do you have a natural flair and passion for people management and would like to Manage a vibrant and friendly team?

Office Angels Livingston are collaborating exclusively with a fast paced and innovative team for a Permanent Customer Services Manager. The role is perfect for someone who has proven experience in a senior customer service or management role looking for a new challenge. Based in West Lothian, salary up to £26,000 per annum depending on experience. The core hours are Monday - Friday, 9am-5.30pm, some out of hours work will be required on a rota basis every month.

Role Overview

You will manage direct reports and work in partnership with this vibrant Customer Service team who provide a first line of support for Technical, Building Management and Facilities Services. You will be an experienced Customer Service Manager, experience in facilities management would be preferable but not essential. You will oversee through all escalated issues and high priority jobs from initial log through to final resolution with the team, ensuring you and the team provide excellent customer service each time. Naturally confident and savvy, you will have a good knowledge of Microsoft platforms and software and take real pride in your work and enjoy going the extra mile. This is a fast paced and busy Help Desk Management client which is why previous experience is preferable as you need to hit the ground running. The company offers great opportunities for hard workers that are keen to build their career long term and progress.

Duties include:

  • Managing the Customer Service Team, ensuring high priority jobs and escalations and managed within time frames

  • Ensuring you and the team accurately process enquiries, escalations, resolving concerns where possible and ensuring call back requests providing and reporting all key information

  • Process reports for engineers, highlighting working hours and material costs as well as reporting on daily, weekly and monthly team activity and productivity

  • Liaise with contractors, client representatives, and the full team including engineers as required to ensure issues are handled effectively

  • Ensure Contractors are aware of outstanding issues and are dealing with them in a timely manner

  • Ensure Clients are updated with progress of works

  • Appropriately escalate any issues where suppliers and engineers have failed to respond within contract timescales

  • Assist with producing engineer/sub-contractor quotations

  • Any other Ad hoc duties as required

Skills and Experience required:

  • Previous experience within a Team Leader or Customer Service Manager role

  • Preferably experience working in facilities or commercial FM help desk role at a senior level is preferred

  • Excellent communication skills - both written and verbal

  • Good working knowledge of Microsoft office and Microsoft Teams

  • Ability to work manage direct reports as well as work on own initiative and as a part of a team

Interested? Please call Nadia at Office Angels Livingston today or send your CV to

Office Angels acts as an employment agency for permanent recruitment and an employment business for the supply of temporary workers. Office Angels UK is an Equal Opportunities Employer.

By applying for this role your details will be submitted to Office Angels. Our Candidate Privacy Information Statement explaining how we will use your information is available on our website.

To speak to a recruitment expert please contact Nadia Gray