Customer Service Department Manager
Customer Service / Public Relations / Call Center
About the Employer
Job Description
We Are Hiring!
Customer Service Department Manager
Imperial Edutech is a leading professional and vocational training provider in the UK. We deliver high-quality online, classroom, and live online courses to learners both nationally and internationally. We are dedicated to empowering individuals through education and are seeking a passionate and experienced Customer Service Department Manager to lead our support operations. This role is critical in ensuring an exceptional customer experience and maintaining our commitment to learner success.
Job Role:
- Develop and implement customer service policies, procedures, and standards.
- Lead, coach, and motivate a team of customer service representatives to meet performance goals.
- Ensure timely and accurate responses to customer inquiries across phone, email, and live chat.
- Handle and resolve escalated customer issues effectively.
- Generate and analyse reports on customer service metrics and team productivity.
- Collaborate with Sales, Marketing, and Product teams to ensure aligned service delivery.
- Oversee customer service tools and CRM systems.
Key Requirements:
- A Bachelor’s degree in Business Administration, Customer Service Management, or a related field.
- 3–5 years of experience in a customer service role, with at least 1–2 years in a supervisory or managerial capacity.
- Strong leadership, problem-solving, and interpersonal skills.
- Excellent verbal and written communication abilities.
- Proficiency in customer support software (e.g., Zendesk, Freshdesk, Salesforce).
Status of the job:
- Location: Remote/Office.
- You are required to work parallel to office hours in the UK and your regular working hours are 01:30 PM to 10:30 PM and during UK day light saving time 12:30 PM to 09:30 PM on weekdays. We are off on weekends and UK bank holidays.
What we Offer:
- Attractive remuneration and commissions.
- Opportunities for career growth and development.
If you wish to apply, please send your updated CV to: [email protected].
