Job Description:

Customer Service Manager

Join Carroll Cleaning and help us deliver excellence in everything we do.

Carroll Cleaning is looking for an experienced and motivated Customer Service Manager to join our growing Customer Services team.

This is a key leadership role within the business, responsible for leading, supporting and developing a team of Area Managers who oversee the delivery of cleaning services across a wide range of contracts and client sites.

We are looking for someone who is confident leading people, enjoys being out in the field, is commercially aware and takes pride in delivering high standards of customer service.

You will play an important role in ensuring our teams have the support, direction and accountability they need to deliver excellent service to our clients.

What you will be responsible for

Leading & developing our Area Managers

• Lead, motivate and support a team of Area Managers across multiple regions, providing clear direction, regular support and constructive feedback.
• Hold regular one-to-ones, performance reviews and field visits, while identifying development needs and providing coaching and support.
• Build a culture of accountability, professionalism and service excellence, supporting Area Managers with challenging situations and complex operational issues.

Operational excellence

• Monitor service delivery standards across contracts, reviewing audits, KPIs, customer feedback and operational reports.
• Identify areas for improvement and ensure action is taken to resolve service failures, operational risks and client escalations.
• Ensure company standards and procedures are consistently followed.

Client relationships

• Develop strong and professional relationships with key clients and stakeholders, attending client review meetings and site visits where required.
• Support the team with client escalations and complex issues, ensuring client needs are understood and acted upon.
• Play a key role during contract mobilisations, renewals and periods of change.

Recruitment, training & development

• Support recruitment and resource planning across the Area Manager team, ensuring appropriate staffing levels are maintained.
• Support the development and progression of Area Managers and future leaders, ensuring onboarding and training standards are consistently delivered.
• Monitor compliance with Health & Safety, COSHH and company procedures, and lead or support investigations relating to serious incidents, conduct and H&S concerns.

Commercial & financial management

• Support Area Managers with budget management, including labour hours, stores and overtime, reviewing financial performance and identifying inefficiencies or overspend.
• Work closely with the Customer Services Director on budgets, forecasts and commercial reporting, ensuring operational decisions are commercially responsible.

What we are looking for

• Strong people management and leadership skills, with experience managing remote and field-based teams.
• Excellent communication and relationship-building skills, with confidence handling difficult conversations and complex situations.
• Commercial awareness and an understanding of contract performance, KPIs and financial management.
• Strong organisational, analytical and problem-solving skills, with the ability to turn performance information into action.
• Resilience, self-motivation and the ability to work independently.
• Confidence using Excel, Outlook and operational/audit systems.
• A strong commitment to delivering high standards and excellent customer service.

Experience

Ideally, you will have 2–3 years' experience in a senior operational or management role, preferably within cleaning, facilities management or another service-led industry.

You will have experience of managing and developing teams, working across multiple sites or contracts, managing client relationships, working to performance targets and KPIs, managing operational or commercial budgets, and dealing with performance issues and service escalations.

A full UK driving licence is essential.

IOSH Managing Safely is desirable, or you must be willing to obtain this within your first six months.

What we offer

We believe in recognising the contribution our people make, which is why we offer a strong benefits package alongside the salary:

• £40,000 – £45,000 salary, dependent on experience
• Company car
• 20 days' holiday, increasing by 1 day each year up to a maximum of 30 days, plus English bank holidays
• Birthday Bonus Holiday – an additional day's holiday when your birthday falls on a Monday–Friday
• Attendance Related Incentive Bonus – after your first year of service, equivalent to two weeks' pay
• Sovereign Healthcare – Level 1 cover, paid for by the Company
• Company uniform, workplace pension, company events and team activities
• Company-supported charity programme, with charities chosen by staff vote and sponsorship matched by Carroll Cleaning

Why Carroll Cleaning?

This is an opportunity to join a business where you can make a real difference.

You will have the opportunity to develop people, strengthen client relationships, improve operational performance and help shape the continued growth of our Customer Services team.

If you are an experienced operational leader who enjoys working with people, solving problems and delivering high standards, we would love to hear from you.

Carroll Cleaning – Delivering EXCELLENCE in everything we do