Customer Service Manager (SOC)

What you’ll be doing:

What you’ll be doing: 

Customer Experience & Service Delivery

• Ensure all customers receive an excellent, proactive and personalised service, making full use of systems and tools to improve efficiency and expand service offerings.
• Maintain high standards of service quality across all SOC teams, ensuring customer needs are met promptly, consistently and effectively.
• Take ownership of delivering the highest levels of satisfaction, resolving issues quickly, and ensuring a positive end‑to‑end experience for every customer interaction.

Team Leadership & Development

• Lead, support and develop SOC Product Excellence, Customer Care and Account Management teams to ensure operational effectiveness.
• Provide ongoing coaching, mentoring and performance management, including 1:1s, appraisals and continuous development planning.
• Support staff with sales and remote services delivery, ensuring skills, behaviours and performance align with business expectations.
• Recognise, encourage and reward outstanding contributions to help build a motivated, high‑performing team.

Complaints, NPS & Continuous Improvement

• Own and manage complaints and NPS processes across relevant business areas, ensuring effective root‑cause analysis and timely resolution.
• Identify barriers to service excellence, propose solutions and implement action plans in collaboration with the wider business.
• Drive continuous improvement initiatives that enhance efficiency, customer experience and service outcomes.

Operational & Business Support

• Build strong customer relationships across all areas of the business, including third‑party installers and wider support functions.
• Play an active role in sharing best practices, supporting product evaluation, and contributing to innovation within the Global Securitas business.
• Monitor attendance, performance and conduct metrics, ensuring clear accountability and consistent standards.
• Ensure compliance with all company policies, regulatory requirements and legal obligations.

Evidence-Based Reporting & Decision Support

• Provide management with accurate, evidence‑based reporting on performance, trends, service issues and operational risks.
• Identify root causes of performance challenges and recommend actionable solutions.
• Assist management and colleagues by offering professional advice, guidance and practical support across all operational matters.

Embedding Company Values & Behavioural Expectations

• Demonstrate and promote the organisation’s core values of Integrity, Vigilance and Helpfulness in all actions and decision‑making.
• Build strong relationships with customers and colleagues, ensuring trust, fairness and professionalism at all times.
• Uphold confidentiality, act with transparency, and maintain high ethical standards.

Commercial & Strategic Contribution

• Support the wider business with opportunities to drive growth, improve performance and enhance commercial outcomes.
• Contribute to cross‑functional initiatives that support the development of SOC services across the UK.
• Assist with service innovation, efficiency improvements and strategy delivery through proactive engagement and insight.

Please Note: This only a guide and outline as to what the role will entail, not the full picture. If you meet the requirements of the role, we encourage you to apply!