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Customer Service Manager

Location: Cambridge (office-based with hybrid potential)

Hours: Monday – Friday, 9.00am – 5.00pm

Salary: £35k – 45k, DOE

Benefits: 25 days annual leave, Company pension scheme, Dog-friendly office, Regular team socials and events

Duration: Permanent

We’re seeking an experienced and hands-on Customer Service Manager to lead and develop our clients in-house support team. You’ll play a key role in ensuring that our customers receive outstanding service across email, phone, and digital platforms. You’ll be responsible for team performance, process improvements, and acting as the voice of the customer across the business.

This role is perfect for someone who is enthusiastic about customer experience, confident in managing support operations, and motivated to make a real impact within a growing company.

Who are we?

We are Busy Bee Recruitment, an award-winning recruitment agency supplying both temporary and permanent staffing solutions throughout the UK to our client base spanning multiple sectors including Sales, Marketing, Industrial, Manufacturing, Engineering, IT, Accountancy, Administration & Executive Search.

Job Duties:

* Lead, train, and support the Customer Service team, overseeing continuous development through regular coaching and one-to-ones.

* Manage the CRM system ensuring accurate case logging, categorisation, and resolution tracking.

* Maintain and update standard procedures, including response templates, escalation protocols, and refund handling.

* Oversee day-to-day operations, including handling escalations, ensuring efficient workflows, and maintaining a hands-on presence.

* Monitor and report on KPIs, SLAs, and case trends to identify issues, improve processes, and inform business decisions.

* Liaise with technical teams to log and track live issues, ensuring smooth resolution and communication.

* Collaborate with other operations teams

What we are looking for:

* Experience in a customer service management role is essential

* A complete understanding of end-to-end customer service processes

* Confident, approachable, and skilled in people management and coaching

* Comfortable working with tech tools, CRM systems, and Microsoft Office

* Highly organised, detail-oriented

* Strong verbal and written communication skills

* Friendly, team-oriented, and passionate about delivering outstanding service

So, are you ready for your next job? Hit on the apply button today.

If you have not received a response within 3-5 working days, unfortunately your application has been unsuccessful. Busy Bee Recruitment Ltd is acting as an Employment Agency for this Permanent vacancy