Customer Services Front Manager

About the role

The Customer Services Front Manager leads a proactive, client‑focused Front Office team that handles daily interactions with clients and partners via calls, emails, and service requests. The role shapes the overall customer experience, captures feedback, and drives continuous improvement across the organization.

Key responsibilities

• Lead, motivate and develop a high‑performing Front Office team, setting clear objectives and providing coaching and feedback.
• Ensure the team delivers accurate, professional, solution‑oriented support across all communication channels.
• Promote a proactive service culture by anticipating stakeholder needs and following up on open topics.
• Act as escalation point for complex or sensitive issues, guaranteeing timely resolution.
• Manage knowledge‑base content, FAQs and training initiatives to maintain team expertise.
• Collect and analyse customer feedback, identifying pain points and improvement opportunities.
• Contribute to digital transformation projects, defining business needs and supporting AI‑enabled solution implementation.

Required profile

• Strong leadership and people‑development skills.
• Excellent communication and client‑relationship abilities.
• Proactive mindset with a focus on service excellence.
• Ability to work collaboratively across departments.

Required skills

What we offer

• Opportunity to shape customer experience in a dynamic environment.
• Access to training and development programs.
• Collaborative culture that values innovation and continuous learning.