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Customer Service Manager

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Customer Service Manager
Location: Leeds Office

About Us:

When you join BOXT, you join more than a trailblazing installation company. You become part of a rapidly growing team of experts. A proud partner with EDF Energy, Worcester Bosch, B&Q, Tesla, and Rangers Football Club - among others. Backed by Brookfield and a part of the HomeServe group. And part of a team that works together to empower our customers' homes and lives.

BOXT offers...

  • A great team culture - You will work across departments to make incredible things happen. Then, celebrate regularly with team socials and annual parties.
  • A market-leading tech platform - Our team of developers is constantly improving our award-winning platform to support customers and engineers.
  • Employee progression - We're passionate about our products and enjoy helping others. We also encourage extra training to support career progression.
  • Customer champions - Our unique online journey empowers our customers. And through our award-winning app, we provide ongoing five-star support throughout the lifetime of our products.
  • Award-winning products - We work with leading manufacturers to install high-quality products, with many being Which? and Quietmark approved.
  • Global investors - We're proud to be backed by Brookfield and part of the HomeServe Group.

Job Summary:

As a Customer Service Manager, you will be responsible for understanding our customers' needs, ensuring excellent customer experience, fostering long-term loyalty, and ensuring they get the most value from our products and services. You will be crucial in helping us build strong relationships with our customers.

Key Responsibilities:

  • Oversee the Customer Service team ensuring the team is running smoothly and efficiently and customer demand is managed through all contact channels into the business
  • Implement team KPI's aligning them to core business objectives
  • Support team members through effective coaching methods and relevant training
  • Keep abreast of customer satisfaction feedback and use the insight to enhance the customer experience and team performance
  • Manage the team day to day - ensuring the team is adequately resourced across the businesses operating hours across all contact channels (telephone, Live Chat & email)
  • Assist the customer service team with complex enquiries providing sound advice
  • Handle manager escalations through to customer satisfaction
  • Work closely with operational teams to ensure consistent delivery of exceptional customer service
  • Report on a regular basis performance against key metrics to the senior leadership team
  • Maintain full accountability of the customer call routing system and Live Chat support platforms

Leadership Qualities:

  • We are passionate about creating a positive working environment and collaborative team culture, so it's essential that as a people manager, you can make this happen within your team.
  • You should be passionate about your team's development and wellbeing and support this through regular feedback, coaching, and check-ins.
  • Our business is fast paced, so it's essential that you can make decisions under pressure whilst meeting KPIs and delivering great results.
  • Work towards continuous development of processes to optimise performance and output.
  • Ensure the team is compliant with data management and industry regulations and standards through guidance and support.
  • Build great working relationships with stakeholders, ensuring that their needs are met.

Who you are:

  • IT literate
  • Professional and clear telephone manner
  • Active listening skills
  • Ability to use positive language
  • Good command of English grammar and language for accuracy in written communication
  • Understanding of a positive customer experience
  • Familiar with owning a customer enquiry/ complaint through to resolution
  • Experienced in delivering a right first time good outcome for a customer
  • 2 years + experience in a similar role
  • Familiar with call routing systems
  • Experience of working in a fast paced, vibrant and at times, pressured environment
  • Caring and compassionate nature

Benefits:

We have a great culture at BOXT, working closely together as one team. Our founders wanted to create a company that was disruptive, innovative, and forward thinking and they've created a positive, welcoming environment for people to work and thrive within.

Your benefits include...

  • 30 days of annual leave (plus bank holidays)
  • Free tea, coffee, fruit, and breakfast
  • Modern offices
  • Social events
  • Ongoing training and development opportunities
  • Enhanced Family Friendly Benefits
  • Private medical cover*
  • Company pension
  • Death in service benefit*

* After probationary period

How to Apply:

If you'd like to join the BOXT team, then please send an email with your CV and get creative to tell us why you think you'd be a great fit for this role and our team.

Customer Service Manager

Boxt Limited
Leeds, UK
Full-Time

Published on 11/06/2025

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