Customer Service Manager

About the role

The Customer Service Manager will lead a local centre within IWG’s global network, acting as the owner of the site’s performance and customer experience. You will have full autonomy to run the centre like your own business, ensuring every visitor receives world‑class service.

Key responsibilities

• Oversee all on‑site operations, from daily logistics to strategic growth.
• Resolve challenges quickly and maintain a smooth, customer‑focused environment.
• Conduct tours for prospective members and upsell services to existing customers.
• Drive customer satisfaction so that members become brand ambassadors for the team and IWG.
• Monitor performance metrics and implement improvements to maximise revenue and service quality.

Required profile

• Proven experience leading a small, target‑driven team in a customer‑centric setting (e.g., flexible workspace centre, retail, hospitality).
• Demonstrated ability to meet or exceed sales and service targets.
• Mindset of passion, drive, ownership and resilience.
• Strong problem‑solving attitude and a commitment to delivering exceptional service.

Required skills

What we offer

• Fun, challenging and rewarding career path.
• Comprehensive induction, ongoing learning and development.
• Clear promotion prospects and performance‑based incentives.
• Flexible, personalised benefits supporting mental, physical and financial wellbeing.