Salary: up to £60,000 DOE
Location: Cambridge
Sector: Building Services (Domestic & Commercial)
Important: Unfortunately, our client is unable to offer visa sponsorship for this role. Only candidates with the existing right to work in the UK should apply.
We are recruiting on behalf of a well-established building services company seeking an experienced Inbound Customer Service Manager to lead their customer contact function.
This role will manage a team of five customer service coordinators, handling inbound customer enquiries via phone and written channels. The successful candidate will play a key role in delivering a high-quality customer experience while working closely with operational teams across plumbing, electrical, air conditioning and general building services. Sector relevant expereince is not essential.
The Role
Reporting directly to the Managing Director, the Inbound Customer Service Manager will be responsible for the day-to-day performance of the inbound customer service team, ensuring service levels, response times and customer satisfaction targets are consistently met.
This is a hands-on management role suited to someone with strong people leadership skills and experience in inbound service environments.
Key Responsibilities
Lead, manage and motivate a team of 5 inbound customer service coordinators
Oversee all inbound enquiries (telephone, email and written correspondence)
Act as the escalation point for complex customer queries and complaints
Ensure clear communication with customers regarding job progress, scheduling and outcomes
Liaise closely with engineering and operational teams to ensure efficient service delivery
Monitor workloads, scheduling and service requests to meet customer expectations
Recruit, onboard and train new team members as required
Conduct regular performance reviews, coaching sessions and team meetings
Review work orders, invoices and time reports for accuracy and billing support
Identify and implement improvements to customer service processes and workflows
Attend senior management meetings and provide service performance updates
Candidate Profile
Proven experience managing an inbound customer service or contact centre team
Strong customer service background within a fast-paced, service-led environment
Excellent communication skills with confidence handling escalations and complaints
A people-focused manager who can coach, motivate and develop a team
Highly organised with strong attention to detail and ability to manage competing priorities
Comfortable using CRM, scheduling or job management systems
Competent with MS Office (Word, Excel, Outlook)
Experience within building services, trades, facilities management or similar sectors is advantageous but not essential
Able to work under pressure and manage customer expectations effectively
What’s on Offer
Salary up to £60,000 depending on experience
Senior, visible role within a growing and well-established business
Opportunity to shape and improve the customer service function
Supportive leadership team and long-term career progression
If you would like to know more, get in touch with Harry Severn at ARC - (url removed)