Customer Service Manager (SOC)

Job Description

What you’ll be doing:

What you’ll be doing: 

Customer Experience & Service Delivery

• Ensure all customers receive an excellent, proactive and personalised service, making full use of systems and tools to improve efficiency and expand service offerings.
• Maintain high standards of service quality across all SOC teams, ensuring customer needs are met promptly, consistently and effectively.
• Take ownership of delivering the highest levels of satisfaction, resolving issues quickly, and ensuring a positive end‑to‑end experience for every customer interaction.

Team Leadership & Development

• Lead, support and develop SOC Product Excellence, Customer Care and Account Management teams to ensure operational effectiveness.
• Provide ongoing coaching, mentoring and performance management, including 1:1s, appraisals and continuous development planning.
• Support staff with sales and remote services delivery, ensuring skills, behaviours and performance align with business expectations.
• Recognise, encourage and reward outstanding contributions to help build a motivated, high‑performing team.

Complaints, NPS & Continuous Improvement

• Own and manage complaints and NPS processes across relevant business areas, ensuring effective root‑cause analysis and timely resolution.
• Identify barriers to service excellence, propose solutions and implement action plans in collaboration with the wider business.
• Drive continuous improvement initiatives that enhance efficiency, customer experience and service outcomes.

Operational & Business Support

• Build strong customer relationships across all areas of the business, including third‑party installers and wider support functions.
• Play an active role in sharing best practices, supporting product evaluation, and contributing to innovation within the Global Securitas business.
• Monitor attendance, performance and conduct metrics, ensuring clear accountability and consistent standards.
• Ensure compliance with all company policies, regulatory requirements and legal obligations.

Evidence-Based Reporting & Decision Support

• Provide management with accurate, evidence‑based reporting on performance, trends, service issues and operational risks.
• Identify root causes of performance challenges and recommend actionable solutions.
• Assist management and colleagues by offering professional advice, guidance and practical support across all operational matters.

Embedding Company Values & Behavioural Expectations

• Demonstrate and promote the organisation’s core values of Integrity, Vigilance and Helpfulness in all actions and decision‑making.
• Build strong relationships with customers and colleagues, ensuring trust, fairness and professionalism at all times.
• Uphold confidentiality, act with transparency, and maintain high ethical standards.

Commercial & Strategic Contribution

• Support the wider business with opportunities to drive growth, improve performance and enhance commercial outcomes.
• Contribute to cross‑functional initiatives that support the development of SOC services across the UK.
• Assist with service innovation, efficiency improvements and strategy delivery through proactive engagement and insight.

Please Note: This only a guide and outline as to what the role will entail, not the full picture. If you meet the requirements of the role, we encourage you to apply! 

Qualifications

What you'll bring:

Essential

• Demonstrates integrity, vigilance and helpfulness, with the ability to handle confidential information appropriately. 
• Delivers high quality, consistent service with strong accountability and methodical working practices. 
• Demonstrated Customer Service or Customer care background, desirably in Security or a Service background. 
• Good Understanding of SOC services such as monitoring/ARC, lone worker, dispatch, contact centre. CCTV 
• Good technical and IT knowledge  
• Takes ownership, drives performance and leads teams to achieve sustainable results. 
• Empowers others, leads by example and gives/receives feedback effectively. 
• Drives innovation, seeks opportunities, collaborates well and values diverse perspectives. 
• Hold a Valid SIA CCTV Licence or willing to go through the appropriate training to acquire the certification.
• Able to provide a 5year checkable work history. 
• Right to Work in the UK. 

Additional Information

It’s great to see you’re considering a career with Securitas UK!
Join our global team of 336,000+ colleagues and help make the world a safer place.

At Securitas, we live by our values of Integrity, Vigilance and Helpfulness, and our People Promise:

• Opportunity – We see potential in every person and situation
• People – We open our eyes to all that’s good
• Purpose – We make your world a safer place

What You Can Expect
Our Recruitment Team reviews every application carefully. Applying can feel daunting, but we’re here to support you—just email us if you need help.

Diversity & Inclusion – Be Yourself
We are an inclusive employer, proud of our Level 2 Disability Confident status (we will always try our hardest to guarantee interviews for eligible candidates, should you meet the roles minimum requirements, having disclosed a disability to our Talent Team upon application). We support equality through Employee Networks - Our real change makers of the business.. YOU, the Race at Work Charter, and the Armed Forces Covenant. We also celebrate diversity with events like BSL Week, International Women’s Day, PRIDE and Black History Month.

Your Benefits

• STRIVE– Securitas Perks gives you access to a great range of discounts on a variety of retailers, services and everyday spending to suit your shopping habits.
• Dental Plans - A range of plans providing support, providing cash back towards everyday dental costs, such as dental examinations, X-rays, and treatment
• HSF Health Plan - Range of healthcare cash plans at highly discounted rates, providing families with peace of mind by getting cash back on everyday medical costs, such as dental check-ups, contact lenses and acupuncture, and by covering unexpected costs.
• Cycle to Work – A super cost-effective way of getting a brand new bike, cycling equipment or both. Save up to 42% of the usual cost and spread the cost over several months from your salary.
• Specsavers – Save money on eye tests and when purchasing spectacles.
• WeCare – A 24/7 online GP, mental health support service, get fit programme and more.
• Toothfairy – Online access to advice and guidance, from real UK Dentists.
• Pension Plan – Plan for your financial future by building up a benefit in the Securitas Pension Plan, with the benefit of employer contribution plus tax relief on your contributions.
• Payroll ISA – An ISA savings account is a great way to meet your longer term personal financial goals.
• Free Mortgage Advice
• Go & Live – Financial Wellbeing Hub
• Death in Service Benefit - Permanent employees are automatically covered for Life Assurance, which would provide a lump sum benefit to your beneficiaries in the unfortunate event of death in service whilst employed by Securitas

Take the Next Step
Join a team that values you. Click ‘I’m Interested’ and start your career with Securitas UK today.

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