We have a new opportunity for an experienced Customer Service Manager to join a well-established, local company based in Hove. You ll be responsible for delivering profitable revenue growth, monitoring performance against KPIs, and driving your team to convert the sales pipeline. You will directly manage and mentor Customer Service Executives to ensure they deliver excellent aftercare to all customers. The aim is to minimise errors, reduce outstanding repairs, and identify recurring issues in collaboration with regional managers to prevent future problems. As a Customer Service Manager, your key responsibilities will include but not limited to: Ensuring the team delivers excellent customer service and customer experience across telephone, social media, online chat, and email Managing the customer service team, including their KPIs and target achievement Ensuring the team responds to customer requests within agreed timeframes Identifying areas for improvement and supporting with ongoing training Producing detailed performance and service reports Handling escalated customer queries and complaints Requirements for the Customer Service Manager: A minimum of 2 years experience in a similar management role A passion for delivering excellent customer service Strong written and verbal communication skills High attention to detail A positive attitude with the ability to motivate a team Ability to take initiative and drive improvements Familiarity with CRM and call management sys