Customer Service Manager - Hybrid | Head Office, Rackheath, Norwich | Experienced people leader role I Salary £40k+
Do you have what it takes to lead the future of customer experience at Angling Direct?
At Angling Direct, we are on an exciting journey as the UK’s leading specialist fishing tackle retailer and a growing omnichannel business across the UK and Europe.As we continue to expand, we're investing in our customer experience and looking for an experienced Customer Service Manager to lead our customer contact operation, develop our team and help shape the future of customer service across the business.
This is a fantastic opportunity for an experienced customer service or contact centre leader who thrives in a fast-paced environment and understands the importance of delivering exceptional customer experiences across every customer touchpoint.
You'll be responsible for leading a multi-channel customer service team, ensuring customers receive knowledgeable, timely and professional support via telephone, email, live chat and digital channels. At the same time, you'll help drive continuous improvement, modernise processes and make greater use of data, automation and AI-enabled solutions to improve efficiency and customer satisfaction.
The Opportunity
This is a highly visible leadership role with real ownership and influence.
You'll be responsible for the day-to-day management of the customer service operation, ensuring service levels, response times, quality standards and customer satisfaction targets are consistently achieved. You'll coach and develop your team, manage performance, oversee escalations and create a positive culture focused on accountability, service excellence and continuous improvement. Beyond daily operations, you'll act as the voice of the customer across Angling Direct, working closely with Ecommerce, Technology, Marketing, Retail Operations, Warehousing and Logistics to identify opportunities to improve the customer journey and support business growth.
What You’ll Be Doing
- Lead, coach and develop a high-performing Customer Service team
- Build a positive, accountable and customer-focused team culture
- Oversee the day-to-day running of the team, including workload management, priorities, rotas, performance, quality and escalations
- Improve customer satisfaction, response times, service levels and quality standards
- Use data, insight and customer feedback to identify trends, root causes and improvement opportunities
- Own and optimise customer service platforms, including Dixa, Zendesk or similar customer service technologies
- Identify opportunities to improve efficiency through automation, self-service and smarter workflows
- Act as the voice of the customer across the business, influencing improvements to the wider customer journey
- Partner cross-functionally with teams across Ecommerce, Technology, Marketing, Retail, Warehousing and Logistics.
What We’re Looking For
We are looking for a confident and credible customer service leader who can balance hands-on operational management, people leadership and continuous improvement. You may already be leading a customer service, contact centre or customer experience function within retail, ecommerce, consumer goods or another fast-paced customer-facing environment, with proven experience of running a team and managing day-to-day service delivery.
You will bring professionalism, strong leadership skills, a practical and improvement-focused mindset, and the ability to turn customer insight into meaningful action. Experience using customer service platforms such as Dixa, Zendesk or similar systems is important, alongside confidence using reporting tools, automation or AI-enabled support solutions to improve service quality and efficiency.
Why Join Angling Direct?
- Join the UK’s leading specialist fishing tackle retailer
- Be part of a growing omnichannel business with ambitious plans across the UK and Europe
- Shape and modernise a key customer-facing function
- Work in a role with real ownership, visibility and influence
- Use customer insight, technology and innovation to make a measureable impact
- Join a passionate, knowledgeable and customer-focused business where your leadership can make a genuine difference.
Ready to Lead the Next Stage of Our Customer Experience?
If you are an experienced customer service leader who can inspire a team, drive performance and help shape a modern, customer-first service operation, or know someone who is, we would love to hear from you.
Apply today and help us deliver exceptional experiences for every Angling Direct customer.
Closing date for applications: 31 July 2026
