Customer Services Manager

Volunteer Opportunity: Customer Service Manager

Are you an experienced communicator with a passion for delivering excellent service and leading teams? We’re looking for a Volunteer Customer Service Manager to oversee our customer support function and ensure a high-quality experience for everyone we engage with.

Role Overview:
As a Customer Service Manager, you will lead and support a team of customer service volunteers, ensuring enquiries are handled efficiently and professionally. You’ll play a key role in shaping processes, improving service standards, and creating a positive experience for all users.

Key Responsibilities:

• Manage and support a team of Customer Service Agents

• Oversee day-to-day handling of enquiries across email, phone, and social media

• Develop and improve customer service processes and guidelines

• Monitor performance and provide feedback, training, and support to the team

• Handle more complex or escalated enquiries and complaints

• Ensure accurate record-keeping and reporting of interactions

• Identify trends and suggest improvements to enhance customer experience

What We’re Looking For:

• Strong leadership and team management skills

• Excellent communication and interpersonal abilities

• Experience in customer service or support roles (preferred)

• Problem-solving mindset and ability to handle challenging situations

• Good organisational and time management skills

• Confidence using digital tools and communication platforms

• Proactive, reliable, and solution-focused approach

What You’ll Gain:

• Leadership experience in managing a customer service function

• Opportunity to develop coaching, training, and management skills

• Enhanced CV with hands-on management experience

• Insight into customer experience strategy and operations

• A chance to make a meaningful impact on how people engage with our organisation

Time Commitment:
Flexible, with regular weekly involvement and additional time as needed.

Location:
REMOTE - UK ONLY

Lead the way in delivering a welcoming, efficient, and high-quality service experience.