Lead & support the Customer Satisfaction team in providing outstanding customer support.
Work closely with other departments to ensure business retention.
Collaborate cross-functionally to support wider business goals.
Set clear goals, track daily/weekly metrics, and keep the team on target.
Recruit, onboard, and develop talent, building a team that scales with our growth.
Deliver impactful training and drive continuous improvement.
Act as the escalation point for complex customer issues.
Share key insights and performance updates with leadership and the wider business.

Confident, people-first leader who thrives in a fast-paced environment.
Highly organised, with the ability to manage and prioritise across a team.
Calm, decisive, and solutions-focused, especially under pressure.
Excellent communicator, able to handle sensitive or complex situations with clarity and empathy.
Experienced in resolving escalations and delivering outstanding customer outcomes.
Passionate about coaching, developing, and motivating others.
Comfortable leading autonomously and stepping up when needed.
Always looking for ways to improve, optimise, and raise standards.

Competitive salary with a transparent pay structure.
Opportunity for progression at a high growth company.
4 day working week.
Remote and flexible working.
6 weeks paid annual leave.
Earn up to 7 weeks through our length of service bonus.
Up to 6 months paid maternity leave and 1 month paid paternity leave.
Pension scheme.
Octopus Electric Dreams salary sacrifice EV scheme.
Accu Academy
a fund to grow our employees' skills.
Bean to cup coffee, soft drinks and fresh fruit in the office.
Sports and Social activities; including escape rooms, go-karting, food, drink and much more.
Cycle to work scheme.
£300 birthday bonus.
We welcome applicants from the Armed Forces community. Armed Forces community applicants, who meet the minimum criteria for the role, will be guaranteed an interview.

Customer Satisfaction Manager

Key skills