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Customer Service Manager

We are seeking to recruit an experienced Customer Service Manager reporting directly to the Head of Relationship Management. Working in a dynamic environment, the key focus of the role will be to lead the Customer Service Team responsible for dealing with incoming enquiries via email and telephone and to manage interaction with course providers, students and employers.


NEBOSH is a global leader in health, safety and environmental qualifications. Courses leading to NEBOSH qualifications attract around 50,000 candidates annually and are offered by over 600 course providers, with exams taken in over 120 countries around the world.


The Customer Service Manager will ensure the team deliver a consistent and professional service to all relevant stakeholders whilst continually looking for improvements to processes and procedures.


As well as managing the team and ensuring they are effectively supported and developed to manage their workload, a key responsibility is to manage investigations into customer concerns and complaints. Collaboration with internal departments is essential to ensure a thorough and objective investigation leading to an appropriate resolution.


It is essential that the post holder can demonstrate the following, but not limited to:

  • Proven leadership and management experience
  • Complaints management experience 
  • Experience of working in an environment where delivery to timetable and deadlines is a critical feature
  • Knowledge of Data Protection Act
  • Experience of working within a Quality Management System, preferably BSI ISO 9001

Keys skills will include:

  • Organisational, planning and prioritising skills 
  • Excellent written and verbal communication skills including report writing ability
  • Ability to build and develop relationships both internally and externally
  • Analytical and problem solving skills with a good eye for detail
  • Collaborative working skills  

We offer a salary £30,000 - £35,000 (based on qualifications and demonstrable experience), private health insurance, life assurance, a group personal pension plan and discretionary bonus.


Further details and the job description are at www.nebosh.org.uk.


Please apply to recruitment@nebosh.org.uk with a CV and covering letter demonstrating how you meet the job requirements and indicating your salary expectations. Please quote reference: CSM on your application.


Closing date is: 06 November 2017