Customer Service Manager

Job description

Customer Service Manager

Location:Birmingham

Reporting To:Operations Director

Working Arrangements: Full time on site

Company Overview

Engineius is the leading vehicle movement service in the United Kingdom. Founded in 2018, our mission is to simplify vehicle logistics through innovative technology, providing seamless booking and management of vehicle movements for a diverse range of clients across fleet sectors. We are committed to delivering exceptional service with a focus on efficiency and customer satisfaction.

Role Overview

This role leads the day-to-day operations of our omnichannel contact centre across phone, email, live chat, and digital messaging, while creating a highly engaging and supportive environment. It sets the tone for the team, inspiring colleagues, building strong engagement, and driving a culture of high performance.

The focus is simple: make sure customers and suppliers get a consistently high-quality, responsive service, while keeping a close eye on cost, productivity and outcomes.

It brings together people leadership, engagement, performance, customer experience and operational delivery. Youll be accountable for response times, job fulfilment and overall service standards, as well as how efficiently we run the operation.

Youll lead Team Leaders and Managers and play a key role in shaping how we manage demand and deliver service as the business continues to grow.

Key Responsibilities

1. Contact Centre Operations

• Lead the day-to-day running of the contact centre across all channels
• Make sure service coverage and scheduling are aligned to demand
• Take responsibility for response times, queue management, backlogs and first-time resolution
• Work closely with Planning, Network and Operations teams to ensure customer contact turns into successful job fulfilment
• Act as the escalation point for more complex or high-impact issues

2. Workforce Planning & Resourcing

• Make sure the right level of resource is in place to meet service expectations
• Keep an eye on performance during the day and adjust where needed to protect service

3. Performance & KPI Management

• Set clear performance expectations across the team and keep them under regular review
• Track and report on key measures like response times, fulfilment rates, first contact resolution, rework and customer satisfaction
• Use data to spot trends or issues early and take action before they become bigger problems
• Provide clear, straightforward updates to senior stakeholders on how the operation is performing

4. Quality & Standards

• Oversee the quality of customer interactions across all channels
• Make sure communication is consistent, accurate and professional
• Run regular QA reviews and use the output to support coaching and improvements
• Ensure were meeting any customer or contractual requirements

5. Leading Team Leaders & Managers

• Manage Team Leaders and Managers, setting clear expectations and holding them accountable for delivery
• Support their development and build leadership capability across the function
• Keep ways of working consistent across teams and shifts

6. Engagement & Culture

• Build a team environment where people feel supported but also clear on expectations
• Keep a close eye on attrition, absence and overall engagement
• Encourage regular feedback and recognition, without overcomplicating it

7. Continuous Improvement

• Identify where processes, hand-offs or systems are not working effectively and take action to improve them
• Focus on reducing rework and avoidable contact rather than just handling more volume
• Work with Product, Tech and other teams to improve tools and ways of working over time

8. Customer Demand & Journey

• Build a clear understanding of why customers are contacting us
• Work with other teams to reduce avoidable demand and improve the overall experience
• Push for simple, practical fixes rather than big theoretical changes

9. Budget & Cost Control

• Take ownership of the operational budget for customer contact
• Manage headcount and costs in line with business expectations
• Make sensible trade-offs between service and cost where needed

10. Systems & Tools

• Work with Technology teams to make sure systems support the operation effectively
• Look for opportunities to simplify workflows and improve efficiency through better use of tools

11. Stakeholder Management

• Act as the main point of contact for senior stakeholders when it comes to customer operations
• Keep them updated on performance, risks and where support is needed
• Work closely with other teams to keep things joined up

12. Projects

• Support or lead operational projects when needed (e.g. New channels, system changes, new client setups)
• Make sure changes land well without disrupting day-to-day service

For more information, please apply and contact the Recruitment Team.

Extra information

Status

Open

Education Level

Secondary School

Location

Birmingham

Type of Contract

Full-time jobs

Published at

07-05-2026

Profession type

Customer Service

Full UK/EU driving license preferred

No

Car Preferred

No

Must be eligible to work in the EU

No

Cover Letter Required

No

Languages

English