Customer Care Manager

EC Security is seeking an experienced and results-driven Customer Care Manager to oversee the Customer Care Department and ensure a high standard of service delivery across the business. This role is responsible for managing client interactions, resolving complaints, overseeing cancellations, and ensuring that all customer concerns are handled professionally, efficiently, and in line with company policies. Key Responsibilities Customer Care Department Oversight Manage the day-to-day operations of the Customer Care Department Supervise and support customer care staff to ensure consistent service standards Implement and maintain customer care procedures and workflows Monitor response times, case resolution, and service quality Client Complaints & Escalations Act as the primary point of escalation for client complaints Investigate, manage, and resolve complex or sensitive client issues Liaise with internal departments (Operations, Technical, Control Room, Management) to resolve matters effectively Ensure all complaints are documented, tracked, and closed timeously Cancellations & Client Retention Manage and oversee service cancellations in line with contractual terms Engage with clients to understand cancellation reasons and attempt retention where appropriate Ensure correct notice periods, billing adjustments, and handovers are processed accurately Identify trends in cancellations and provide feedback to management Reporting & Continuous Improvement Prepare daily reports on complaints, cancellations, and customer care performance Identify recurring issues and recommend improvements to processes or service delivery Support management with customer-related insights and risk areas Proven experience in a customer care, client service, or customer success management role Experience managing a team Strong complaint handling and conflict resolution skills Strong leadership and people-management skills Excellent verbal and written communication skills Ability to work under pressure and manage difficult conversations professionally Strong administrative and organisational skills High attention to detail Client-focused while remaining firm on policy and contractual obligations Experience in the security, service, or facilities management industry (advantageous)