Customer Service Manager

About the role

The Customer Service Manager will lead the performance of a local centre within IWG’s global network. You will act as the owner of the site, ensuring that every visitor receives a world‑class experience and that the centre operates like a thriving business.

Key responsibilities

• Manage all on‑site operations, from daily activities to long‑term strategy.
• Address challenges promptly and develop solutions to improve service quality.
• Conduct tours for prospective customers and showcase the benefits of IWG’s flexible workspaces.
• Drive upselling and cross‑selling opportunities with existing members.
• Foster a culture where customers become brand ambassadors for the centre and the company.

Required profile

• Proven experience leading a small, customer‑focused team and meeting performance targets.
• Background in managing a flexible workspace, retail, restaurant, or similar high‑touch environment.
• Strong commercial mindset with a passion for delivering exceptional service.
• High level of drive, ownership, and resilience in the face of obstacles.

Required skills

What we offer

• Comprehensive induction training and continuous learning opportunities.
• Clear promotion pathways and performance‑based incentives.
• Flexible, personalised benefits supporting mental, physical and financial wellbeing.
• Dynamic, sociable work environment with a focus on employee growth.