Customer Service Manager at Neighbourly® in London, England, United Kingdom | Kablio

Role

Description

complaint resolution

escalation management

reporting

process mapping

team training

workload monitoring

Coordinating with other departments such as sales, the contact centre, and accounts as needed to ensure that a complaint is resolved satisfactorily
Utilise internal technical teams as needed to help investigate and manage all complaints as needed
Conduct the group’s disciplinary procedure with any direct reporting employees as or when required
Keep customers regularly updated with ongoing progress reports
Training and managing all Customer Service assistants day-to-day
Onboarding and training new team members with the Customer Service assistant manager
Ensuring all customer complaints are logged and progressed in a timely manner
Take control of high profile or high-risk complaints as needed as part of the escalation process and liaise with our legal team as appropriate
Assist Head of Commercial in mapping out Customer Service end-to-end complaint handling processes, looking to improve efficiency in both customer journey and resource efficiency
Regularly monitor the Customer Service assistant workload, distributing as required
Develop and produce regular reports to Head of Commercial on open cases and progress of complaints as required
All customer complaints resolved within agreed average timescales
Authorise all direct reporting employee holiday
Sign off all direct reporting employee expenses and ensure coded correctly.
Review management information and make suggestions, recommendations as to improvements across the Customer Services team

Requirements

2+ years

team leader

customer service

problem solving

people management

fast-paced

At least 2 years’ experience in a B2C environment
Strong communication, problem-solving, and conflict resolution skills
All customer reviews positive or negative on either Google, Trust pilot or Facebook, are responded to with the approved text within 48 hours on average
Experience handling homeowner complaints is highly desirable
Calm under pressure and solution-oriented
Able to foster a positive and high-performing team culture
Proven ability to manage and motivate a small team
Comfortable working in a fast-paced, customer-focused environment
Strong people-managment experience and skillset
Minimum 2 years’ experience as a Team Leader or Customer Service Manager

Benefits

Dream Doors
Greensleeves Lawn Care
Monthly and annual refund budget within agreed parameters
Countrywide Grounds Maintenance

Training + Development

Information not given or found

Interview process

Information not given or found

Visa Sponsorship

Information not given or found

Security clearance

Information not given or found

Company

Overview

1981

Year Founded

The company traces its origins to 1981 with the establishment of the Dwyer Group.

$1B+

Annual Revenue

Generated over $1 billion in annual revenue through its global operations.

5,000+

Franchises

Supports over 5,000 franchises across six countries globally.

18 Service Verticals

Operates across 18 distinct service categories, from plumbing to landscaping.

Seamlessly matches local consumers to vetted service experts through its global HQ in Waco, Texas.
Known for rapid response, consistent quality, and local accountability, backed by national infrastructure and digital platforms.
Acquired Greensleeves in 2022, expanding its lawn-care reach with 108 new locations across the UK.
Franchise model spans both residential and commercial sectors, enabling cross-vertical referrals for operators.

Culture + Values

Treating others as we would like to be treated; Listening with intent; Responding in a timely fashion; Speaking calmly and respectfully; Acknowledging everyone is right from their perspective.
Making only agreements we intend to keep; Communicating potential broken agreements early; Seeking system-based correction and proposing solutions; Operating responsibly; Communicating honestly and with purpose; Asking clarifying questions; Never speaking about anyone in a way we wouldn’t to their face.
Continuously striving to maximise internal and external customer loyalty; Making our best effort to understand and appreciate customers’ needs in every situation.
Having Fun In The Process

Environment + Sustainability

9.6 tCO₂e

Carbon Emissions

Baseline total emissions for the Carbon Reduction Plan in 2022/23, including Scope 2 (5.2 tCO₂e) and Scope 3 (4.4 tCO₂e).

9,000 tonnes

Food Redistribution

Surplus food redistributed in 2020 through the Courtauld Commitment 2030 initiative.

40 million meals

Waste Reduction

Meals saved from waste through the surplus food programme, recognized by the Edie Sustainability Leaders Award.

130.9 B Corp Certification Score

Renewed B Corp certification in October 2021, far exceeding the 80-point threshold for certification.

Pledged to become net‑zero by 2030—including Scope 1, 2 and Scope 3 emissions (home‑working and business travel).

Inclusion & Diversity

Committed to equal employment opportunity across age, sex, disability, gender reassignment, marriage and civil partnership, race, religion or belief, sexual orientation

Equal Employment Opportunity

The company ensures equal opportunities for all individuals regardless of age, sex, disability, gender reassignment, marriage, civil partnership, race, religion, belief, or sexual orientation.

Working environment based on dignity, trust and respect

Workplace Culture

The company fosters a working environment characterized by dignity, trust, and respect, ensuring freedom from discrimination and supported by the Equality Act 2010 policy.

Zero-tolerance anti-bullying and anti-harassment policy

Workplace Safety

The company enforces a strict policy against bullying and harassment, applicable to all interactions with associates and third parties, with violations leading to disciplinary action.

Code of Ethics prohibits discrimination, harassment, or victimisation

Ethical Standards

The company's Code of Ethics emphasizes the importance of respecting diversity in recruitment and employee dealings while explicitly prohibiting discrimination, harassment, or victimisation.

Articles

Neighbourly on Wikipedia

Case study: digital support by Blue Frontier

Neighbourly overview on Enterprise League

Introducing Neighbourly platform (Parentkind blog)

Role

Description

complaint resolution

escalation management

reporting

process mapping

team training

workload monitoring

Coordinating with other departments such as sales, the contact centre, and accounts as needed to ensure that a complaint is resolved satisfactorily
Utilise internal technical teams as needed to help investigate and manage all complaints as needed
Conduct the group’s disciplinary procedure with any direct reporting employees as or when required
Keep customers regularly updated with ongoing progress reports
Training and managing all Customer Service assistants day-to-day
Onboarding and training new team members with the Customer Service assistant manager
Ensuring all customer complaints are logged and progressed in a timely manner
Take control of high profile or high-risk complaints as needed as part of the escalation process and liaise with our legal team as appropriate
Assist Head of Commercial in mapping out Customer Service end-to-end complaint handling processes, looking to improve efficiency in both customer journey and resource efficiency
Regularly monitor the Customer Service assistant workload, distributing as required
Develop and produce regular reports to Head of Commercial on open cases and progress of complaints as required
All customer complaints resolved within agreed average timescales
Authorise all direct reporting employee holiday
Sign off all direct reporting employee expenses and ensure coded correctly.
Review management information and make suggestions, recommendations as to improvements across the Customer Services team

Requirements

2+ years

team leader

customer service

problem solving

people management

fast-paced

At least 2 years’ experience in a B2C environment
Strong communication, problem-solving, and conflict resolution skills
All customer reviews positive or negative on either Google, Trust pilot or Facebook, are responded to with the approved text within 48 hours on average
Experience handling homeowner complaints is highly desirable
Calm under pressure and solution-oriented
Able to foster a positive and high-performing team culture
Proven ability to manage and motivate a small team
Comfortable working in a fast-paced, customer-focused environment
Strong people-managment experience and skillset
Minimum 2 years’ experience as a Team Leader or Customer Service Manager

Benefits

Dream Doors
Greensleeves Lawn Care
Monthly and annual refund budget within agreed parameters
Countrywide Grounds Maintenance

Training + Development

Information not given or found

Interview process

Information not given or found

Visa Sponsorship

Information not given or found

Security clearance

Information not given or found

Company

Overview

1981

Year Founded

The company traces its origins to 1981 with the establishment of the Dwyer Group.

$1B+

Annual Revenue

Generated over $1 billion in annual revenue through its global operations.

5,000+

Franchises

Supports over 5,000 franchises across six countries globally.

18 Service Verticals

Operates across 18 distinct service categories, from plumbing to landscaping.

Seamlessly matches local consumers to vetted service experts through its global HQ in Waco, Texas.
Known for rapid response, consistent quality, and local accountability, backed by national infrastructure and digital platforms.
Acquired Greensleeves in 2022, expanding its lawn-care reach with 108 new locations across the UK.
Franchise model spans both residential and commercial sectors, enabling cross-vertical referrals for operators.

Culture + Values

Treating others as we would like to be treated; Listening with intent; Responding in a timely fashion; Speaking calmly and respectfully; Acknowledging everyone is right from their perspective.
Making only agreements we intend to keep; Communicating potential broken agreements early; Seeking system-based correction and proposing solutions; Operating responsibly; Communicating honestly and with purpose; Asking clarifying questions; Never speaking about anyone in a way we wouldn’t to their face.
Continuously striving to maximise internal and external customer loyalty; Making our best effort to understand and appreciate customers’ needs in every situation.
Having Fun In The Process

Environment + Sustainability

9.6 tCO₂e

Carbon Emissions

Baseline total emissions for the Carbon Reduction Plan in 2022/23, including Scope 2 (5.2 tCO₂e) and Scope 3 (4.4 tCO₂e).

9,000 tonnes

Food Redistribution

Surplus food redistributed in 2020 through the Courtauld Commitment 2030 initiative.

40 million meals

Waste Reduction

Meals saved from waste through the surplus food programme, recognized by the Edie Sustainability Leaders Award.

130.9 B Corp Certification Score

Renewed B Corp certification in October 2021, far exceeding the 80-point threshold for certification.

Pledged to become net‑zero by 2030—including Scope 1, 2 and Scope 3 emissions (home‑working and business travel).

Inclusion & Diversity

Committed to equal employment opportunity across age, sex, disability, gender reassignment, marriage and civil partnership, race, religion or belief, sexual orientation

Equal Employment Opportunity

The company ensures equal opportunities for all individuals regardless of age, sex, disability, gender reassignment, marriage, civil partnership, race, religion, belief, or sexual orientation.

Working environment based on dignity, trust and respect

Workplace Culture

The company fosters a working environment characterized by dignity, trust, and respect, ensuring freedom from discrimination and supported by the Equality Act 2010 policy.

Zero-tolerance anti-bullying and anti-harassment policy

Workplace Safety

The company enforces a strict policy against bullying and harassment, applicable to all interactions with associates and third parties, with violations leading to disciplinary action.

Code of Ethics prohibits discrimination, harassment, or victimisation

Ethical Standards

The company's Code of Ethics emphasizes the importance of respecting diversity in recruitment and employee dealings while explicitly prohibiting discrimination, harassment, or victimisation.

Articles

Neighbourly on Wikipedia

Case study: digital support by Blue Frontier

Neighbourly overview on Enterprise League

Introducing Neighbourly platform (Parentkind blog)