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# Customer Service Desk Manager

- **Company:** HSM (UK) Ltd
- **Location:** Burntwood, UK
- **Experience:** Experienced
- **Salary:** £35,000.0
- **Contract:** Permanent contract
- **Skills:** SAP (Applications), Performance Monitor
- **Published:** August 5, 2026
- **Apply:** https://uk.indeed.com/viewjob?jk=53c7ddf9fe9fc91f

## About the Role

* Proven experience managing a customer service desk or similar role, ideally within a technical or engineering environment.
 * Strong leadership and team management skills.
 * Handle strong personalities diplomatically and maintain team harmony in a supportive and collaborative work environment.
 * Create a psychologically safe environment, recognise stress, and offer resources or empathy.
 * Inspire individuals and teams to stay engaged and perform at their best.
 * Excellent communication and interpersonal abilities.
 * Ability to analyse data and produce actionable insights.
 * Familiarity with SAP (desirable), Service Desk Software (essential)
 * Problem-solving mindset and ability to work under pressure., * GCSE or equivalent (preferred)

Experience:

 * Customer Service Management : 2 years (required)
 * Service Desk : 2 years (required)

## Description

We are seeking an experienced and proactive Customer Service Desk Manager to lead our front-line support team in delivering exceptional service to clients. This role is critical in ensuring smooth operations, timely resolution of customer queries, and maintaining high standards of professionalism within a fast-paced Service Engineering environment., * Commercial Focus: Maximising Revenue and Engineer Utilisation

 * Team Leadership: Manage and motivate the customer service desk team, ensuring clear objectives, performance monitoring, and professional development.
 * Service Delivery: Oversee day-to-day operations of the service desk, ensuring all customer inquiries and issues are resolved promptly and effectively.
 * Process Improvement: Identify opportunities to enhance service desk processes, implement best practices, and drive continuous improvement.
 * Customer Experience: Maintain high levels of customer satisfaction through effective communication, problem-solving, and relationship management.
 * Reporting & Analysis: Monitor KPIs, prepare regular performance reports, and provide insights to senior management.
 * Collaboration: Work closely with engineering teams to ensure technical issues are escalated and resolved efficiently.
 * Compliance: Ensure adherence to company policies, health and safety standards, and data protection regulations.