Customer Service Manager
Salary: £32,000 - £40,000 per year
Hours: Monday – Friday, 8:45 am – 4:45 pm
Location: Hoddesdon, Hertfordshire
LBS Distribution, one of the UK’s leading B2B suppliers of watch parts to jewellers, shoe repairers and watchmakers, is looking for an experienced Customer Service Manager to lead our friendly team of four.
This is a hands-on role for someone who loves delivering exceptional customer service, developing a positive and motivated team, and making sure things get done accurately and efficiently.
The Role
You’ll be responsible for the day-to-day running of our Customer Service team, ensuring customers receive a fast, friendly and professional service across phone, email, live chat and our ticketing system.
You’ll lead from the front, supporting and developing the team while also getting involved with customer queries, taking orders and payments, resolving problems and handling escalations.
Customer Service works closely with every area of LBS, so you’ll build strong relationships with other departments to solve problems and ensure our customers receive a seamless experience.
What you'll be doing
- Leading, supporting and motivating a Customer Service team of four.
- Creating a positive, supportive and accountable team environment.
- Managing customer enquiries across phone, email, live chat and ticketing software.
- Taking and processing customer orders and payments.
- Handling complaints and escalated queries through to resolution.
- Monitoring workloads and open tickets to ensure nothing gets missed.
- Working closely with other departments to resolve customer issues.
- Developing the team’s customer service and product knowledge.
- Maintaining exceptionally high standards of accuracy and attention to detail.
- Identifying opportunities to improve our customer experience, systems and processes.
What we're looking for
- Previous experience managing or supervising a customer service team.
- Experience using customer service ticketing software, preferably Zendesk.
- An amazing telephone manner and excellent written communication skills.
- Exceptional attention to detail and a strong focus on accuracy.
- A quick learner who can get to grips with a large product range and new systems.
- Strong organisational skills and the ability to manage a varied workload.
- A positive, proactive attitude with a willingness to get involved.
- Someone who takes ownership and follows problems through to completion.
- A supportive leader who can motivate people while maintaining high standards.
Continuous Improvement at LBS
At LBS, we believe in making small, consistent changes that add up to big results. As Customer Service Manager, you’ll play an important role in driving this mindset, keeping an open mind to new ways of working and helping the team improve the customer experience and work smarter every day.
What We Offer
LBS is a family business that has been established for over 30 years. We pride ourselves on providing exceptional customer service and creating long-lasting relationships with our customers. In return, we offer:
- Competitive salary of £32,000 to £40,000, depending on experience
- Company pension
- Monday to Friday hours, no weekend or evening work
- 28 days holiday including bank holidays, increasing with length of service
- Takeaway Fridays or team drinks, paid for by the business, once per month
- 1 paid volunteering day per year to support a charity of your choice
- 1 day paid leave for your birthday
- Supportive, friendly working environment where your contribution is valued
- Opportunities to progress as the business expands
- External visits to other businesses to learn and apply best practice
- The opportunity to make a real impact within a stable, growing business
If you’re passionate about great customer service, enjoy developing people and have the attention to detail needed to make sure things are done properly, we’d love to hear from you.
Please send us your CV and a covering note explaining why you would be a great fit for the role.
Job Types: Full-time, Permanent
Pay: £32,000.00-£40,000.00 per year
Work Location: In person
