About the Role
Reporting to the General Manager, the Customer Service Manager will oversee our field engineers and schedulers, ensuring smooth service delivery and high customer satisfaction across the UK. You will act as the operational lead for key customer contracts, manage team performance, and liaise closely with internal teams and suppliers.
You will play a critical role in supporting business growth through outstanding service, efficient operations, and effective team leadership.
Key Responsibilities
- Manage and support field engineers and schedulers, including performance reviews, absence management, and coaching.
- Ensure teams are aware of contractual requirements and maintain accurate utilisation and scheduling records.
- Handle technical queries with the support of Management, TSE, and Workshop teams.
- Act as the primary operational contact for key customers, ensuring service KPIs are met.
- Maintain relationships with suppliers and report any product reliability issues.
- Monitor and track key customer KPIs, ensuring teams are informed and aligned.
- Ensure field engineers follow HSEQ procedures, complete risk assessments, and use systems such as Safe and Sound App and Mango.
- Assist the sales team with bidding tenders or quoting service contracts when required.
- Identify opportunities for operational improvements that enhance efficiency and profitability.
- Collaborate with Management to track team utilization and efficiency.
- Provide insights and recommendations to senior leadership on operational trends and improvements.
What We’re Looking For
- Proven experience managing a customer service or field operations team, ideally in ambient or CEMs markets.
- Strong organisational skills with excellent attention to detail.
- Confident communication skills for engaging with customers, internal teams, and overseas partners.
- Proficient in MS Office (Word, Excel, Outlook) and CRM/office systems.
- Ability to manage multiple priorities, solve problems proactively, and work independently.
- Effective team player with a collaborative and positive approach.
What We Offer
- Competitive salary
- 25 days holiday (plus bank holidays)
- Company pension scheme
- Employee perks scheme
- Healthcare cash plan
- Salary Sacrifice scheme
- Cycle to work scheme
- Life Assurance
- Companywide social events
- Ongoing career development, including paid professional memberships
About Cura Terrae
Cura Terrae is a Great Place to Work®-certified environmental services group, providing expert air quality, water quality, and environmental solutions across the UK. We combine technical excellence with a strong commitment to sustainability and regulatory compliance.
At Cura Terrae Air, you’ll join a collaborative, forward-thinking team dedicated to delivering cutting-edge environmental solutions while making a tangible impact on air quality and sustainability.
Apply Now
Lead a high-performing customer service team while driving operational excellence and client satisfaction.
Click “Apply” now or contact recruitment@cura-terrae.com with questions or to request reasonable adjustments.
