Work Location: London, England

The Customer Service Manager will play a key operational role at Avanti Global Ltd, overseeing the client-facing support function and ensuring that all service interactions meet the company’s quality and professional standards.

Duties and Responsibilities:

• Ensure consistent delivery of high-quality customer service aligned with the company’s client satisfaction standards and business values.
• Identify areas for improving company efficiency within the support function, implementing process improvements to reduce response times and increase first-contact resolution rates.
• Manage and resolve escalations between customers and the technical or account management teams, acting as the primary point of contact for complex or sensitive service issues.
• Monitor and report on key customer service performance metrics, producing regular summaries for senior management to support data-driven service improvements.
• Develop and maintain internal service protocols, standard operating procedures, and customer communication templates tailored to the company’s service delivery model.
• Train and mentor team members, ensuring they are equipped with the skills and service ethos required to represent the company effectively.
• Liaise with internal departments including sales, IT consultancy, and accounts to ensure joined-up service delivery and resolution of cross-functional client issues.
• Maintain accurate records of client interactions, complaints, and resolutions in line with company data management policies.

Skills, Experience & Qualifications:

• Degree-level or equivalent qualification in Business, Management, Commerce, or a related discipline.
• Minimum 2 years’ experience in a customer service, client-facing, or supervisory role within a professional or corporate environment.
• Demonstrable ability to oversee service teams, manage escalations, and maintain client satisfaction at a supervisory level.
• Strong analytical skills with the ability to monitor performance metrics, identify inefficiencies and implement service improvements.
• Excellent verbal and written communication skills in English with the ability to liaise confidently with clients, technical staff, and management.
• Proficiency in MS Office tools and the ability to produce service reports and management summaries.
• Experience in training and mentoring team members and driving a customer-first culture within the organisation.