Customer Service & Events Manager - Reading

Customer Service & Events Manager - Reading

£40,000 plus excellent benefits - based in Reading

Unique opportunity to join a fantastic and growing (global) eLearning business.

This role require someone to manage a small customer support function, as well as lead a small events team, with some additional day to day office management duties in an ever exiting and evolving role.

Purpose of the Customer Service & Events Manager/Customer Experience Manager:

• They are seek a proactive, people-focused Customer Experience Manager to lead the delivery of exceptional client experiences while ensuring smooth day-to-day office operations.
• Reporting to Head of Operations, this role bridges client care, team coordination, and office management ensuring that both our clients and internal teams have the support and environment they need to thrive.
• You'll lead their Customer Support team, Event's team, champion service excellence, manage escalations, and oversee the operational heartbeat of the office.
• This is an exciting opportunity for someone who enjoys combining commercial awareness, customer care, and organisational management in a fast-paced, purpose-driven business.

Key Responsibilities for the Customer Service & Events Manager/Customer Experience Manager:

Customer Experience & Support Leadership

• Lead and manage the Customer Support Coordinator and Events function.
• Drive a culture of service excellence, ensuring high-quality, timely responses to all client and practitioner enquiries.
• Act as the escalation point for complex or sensitive client queries.
• Oversee the client experience, identifying opportunities to improve efficiency, engagement, and satisfaction.
• Implement and monitor service standards and KPIs to measure success and areas for development.
• Partner with internal teams (Commercial, Product, Marketing, and Events) to ensure consistency and alignment across all customer touchpoints.

Person Specification: Experience & Skills for the Customer Service & Events Manager/Customer Experience Manager:

• 5+ years' experience in customer experience, customer success, or operations/office management roles.
• Proven experience leading small teams or support functions.
• Excellent communication, relationship-building, and conflict-resolution skills.
• Strong organisational and multitasking ability with attention to detail.
• Data-driven approach with experience using CRM, support, or project management tools (eg, HubSpot, Zendesk, Asana).
• Commercially astute with an understanding of client-centric business models.
• Competent in Microsoft Office (Outlook, Excel, Word, PowerPoint).
• Comfortable coordinating across teams and managing multiple priorities simultaneously.
• Right to work in the UK.

Personal Attributes for the Customer Service & Events Manager/Customer Experience Manager:

• Empathetic, approachable, and client-obsessed - always putting people at the heart of your work.
• Highly organised with a nothing slips through the cracks mindset.
• Calm, confident, and solution-oriented under pressure.
• A natural multitasker who enjoys variety and problem-solving.
• Positive, collaborative, and keen to foster a supportive team culture.
• Adaptable and resilient, thriving in a dynamic, evolving environment.
• Passionate about personal and professional growth - for yourself and others.

Customer Service & Events Manager - Reading

£40,000 plus excellent benefits - based in Reading