Customer Service Manager

Customer Services Manager

Location: Nottingham Onsite

Salary: base

BENEFITS: Private Healthcare Pension 25 days holiday rising to 30 over 5 years Group Life Insurance Income Protection Gym Discounts Employee of the Quarter Employee Referral program and many more.

At XMA technology is only part of the story. Our success is built on talented people who are passionate about making a difference for customers communities and each other. For over 40 years weve helped organisations across the UK unlock the power of technology. Today were one of the UKs leading independent technology partners delivering innovative solutions that drive real-world outcomes across the public and private sectors. We believe in empowering our people to grow challenge themselves and achieve their ambitions. When you join XMA youll be part of a collaborative team where ideas are valued development is encouraged and your contribution has a genuine impact.

The opportunity

Were looking for an experienced Head of Customer Services to lead develop and inspire a high-performing customer services function.

This is a hands-on leadership role with real operational ownership. Youll be responsible for ensuring customers receive an excellent and consistent service while making sure the function delivers against agreed service levels and protects the commercial interests of the business.

Youll take ownership of the day-to-day customer service operation leading the team managing performance and capacity resolving escalations and driving improvements to the way the department works.

What youll be doing

Youll lead coach and develop the Customer Services team (6-8 people) creating a culture of accountability ownership and excellent customer service. Youll maintain control of workloads ticket queues backlogs and operational priorities while ensuring agreed service levels are consistently achieved.

A key part of the role will be identifying where things can work better. Youll use operational data and Power BI to understand demand capacity and risk while driving continuous improvement through root-cause analysis process simplification standardisation and automation.

Youll also:

• Take ownership of escalations and service recovery for strategic customers.
• Maintain oversight of commercially important issues including credits invoicing queries returns and warranties.
• Develop the team through training cross-skilling succession planning and clear development plans.
• Build strong relationships across the wider business to resolve issues and improve customer outcomes.
• Lead daily operational reviews weekly performance meetings and monthly service reporting.

What were looking for

Youll be an established customer service or customer operations leader who is comfortable combining people leadership with operational delivery. Youll know how to manage a busy service environment use KPIs and data to improve performance and bring structure and control to competing priorities.

Were particularly interested in candidates with:

• Significant experience leading a Customer Services Customer Operations or Service Delivery function.
• Strong people leadership coaching and performance-management experience.
• Experience managing high-volume operations SLAs workloads and backlogs.
• A track record of improving processes and reducing repeat customer demand.
• Good commercial awareness ideally across post-sales processes such as credits returns warranties or invoicing.
• Confidence using management information and operational data to make decisions.
• Strong stakeholder management and communication skills.
• Experience with customer service ERP or ticket-management systems.

Experience within a technology distribution or B2B environment would be particularly valuable as would experience with Power BI Halo Ivanti Prism or similar platforms. Lean Six Sigma ITIL or other Continuous Improvement qualifications would also be advantageous.

Inclusion at XMA

At XMA we believe that diverse perspectives experiences and backgrounds make us stronger. We are committed to creating a workplace where everyone feels respected valued and empowered to be their authentic selves. We foster an inclusive culture where colleagues can thrive regardless of age disability gender identity race ethnicity religion or belief sexual orientation neurodiversity caring responsibilities socioeconomic background or any other aspect of their identity. Our goal is to ensure every employee has the opportunity to grow contribute and succeed in an environment built on fairness respect and belonging.

We know that creating an inclusive workplace is an ongoing journey and we are committed to listening learning and taking meaningful action to ensure all our people can achieve their full potential.

Disability Confident Leader

Governments Disability Confident scheme. This reflects our commitment to removing barriers and ensuring disabled people have equal opportunities to join develop and progress within our organisation.

As part of this commitment we operate a Guaranteed Interview Scheme offering an interview to candidates with a disability who meet the essential criteria for the role.

We will always consider reasonable adjustments throughout the recruitment process and during employment to ensure candidates and colleagues can fully participate and perform at their best. If you require any adjustments during the application or interview process please contact us at and we will be happy to support you.

Keywords: customer services manager customer services team leader head of customer service customer operations