Customer Services Manager

Customer Services Manager
Location: Oxford
Salary: £35,000 - £38,000 DOE

Are you an experienced customer service professional with a passion for delivering an exceptional experience to high-net-worth individuals (HNWIs) and their families? A prestigious international education provider is seeking an outstanding Customer Services Manager to lead a dedicated team in providing seamless, high-end support for discerning students attending our elite summer programmes.

About the Role

As Customer Services Manager, you will play a pivotal role in ensuring every student and their family receives impeccable service from enrollment to departure. You will lead a high-performing team dedicated to maintaining our reputation for excellence, discretion, and personalised care.

Key Responsibilities:

• Lead & Develop the Customer Services Team – Recruit, train, and manage a team that delivers white-glove service to HNW clients.
• Bespoke Client Communication – Act as the primary point of contact, offering proactive, tailored support to international families and their representatives.
• High-Level Issue Resolution – Swiftly and diplomatically manage concerns, ensuring solutions exceed expectations.
• VIP Student Onboarding & Care – Oversee the collection and secure handling of vital student information to ensure a seamless experience.
• Exclusive Client Engagement & Feedback – Organise focus groups with HNW families to refine services and uphold our gold-standard reputation.
• Financial Oversight & Reporting – Manage fee collection, oversee financial reports, and liaise with the finance team to ensure accuracy and efficiency.
• Luxury Travel & Logistics Coordination – Work closely with the Airport Transfer Manager to provide first-class arrival and departure experiences.

About You

We are looking for a service-oriented professional with a strong background in customer relations, luxury services, or high-end education.

Essential Skills & Experience:

• Proven experience managing services for HNW clients.
• Strong leadership and team management skills.
• Exceptional verbal and written communication, with diplomacy and discretion.
• Experience in high-touch customer service or premium educational settings.
• High level of IT proficiency, including CRM systems and financial reporting.
• Confidence in handling financial transactions and data analysis.

Desirable Skills & Experience:

• Background in luxury hospitality, premium concierge services, or elite educational institutions.
• Experience with Salesforce, Google Suite, and communication platforms such as Slack.
• Familiarity with the cultural sensitivities and expectations of international HNW families.

Why Join Us?

• Exclusive Professional Development – Specialist training in luxury service and leadership.
• Competitive Benefits – 25 days annual leave and flexible working options.
• High-Calibre Team Culture – Work alongside professionals who excel in premium service delivery.
• Prestigious Clientele – Build relationships with international families, dignitaries, and business leaders.

If this sounds like you then we would love to hear from you.

INDH