Customer Support & Operations Manager
£28,000–£35,000 | Full-time | Milton Keynes (Office Based)
Build a customer experience people remember.
At Hygge Pergola, we help customers create beautiful outdoor spaces with premium pergolas and outdoor living products. As we continue to grow, we're looking for someone who thrives on bringing structure, improving processes and leading people.
This isn't a traditional customer service role.
You'll take ownership of the entire customer journey, from the moment an order is placed until installation is complete and making sure every customer receives outstanding communication and every internal process runs smoothly.
If you enjoy solving problems, improving systems and leading a high-performing team, we'd love to hear from you.
What you'll be responsible for
- Leading and developing our office-based Customer Support team.
- Ensuring customers receive proactive, timely communication throughout their journey.
- Overseeing order processing, deliveries, installations and aftercare.
- Managing customer escalations and turning difficult situations into positive outcomes.
- Working closely with our warehouse, logistics partners and installation teams to keep operations running efficiently.
- Identifying opportunities to improve workflows, systems and customer experience as the business grows.
- Creating accountability, consistency and high standards across the team.
To confirm you've read this advert, please include the word HYGGE in your application.
We're looking for someone who has
- At least 2 years' experience leading a customer support, service or operations team.
- Excellent communication skills with a calm, professional approach.
- Experience handling customer escalations confidently.
- Strong organisational skills and the ability to manage multiple priorities.
- A proactive mindset—you enjoy improving processes rather than simply maintaining them.
- Experience with CRM systems, order fulfilment, logistics or installation coordination would be a strong advantage.
What success looks like
Within this role you'll build a customer support function that is organised, proactive and trusted by customers.
Success means:
- Customers rarely need to chase for updates.
- Communication is timely, clear and professional.
- Orders, deliveries and installations run smoothly.
- Internal processes continue to improve as the business grows.
- The team performs to a consistently high standard.
- Customer satisfaction and online reviews continue to improve.
Pay: £28,000.00-£35,000.00 per year
Benefits:
- Free parking
- On-site parking
Application question(s):
- Are you able to work full time from our Milton Keynes office?
- Do you have at least 2 years of experience in a management or team leadership role?
- Have you created and implemented CRM systems, workflows or customer support processes before? Please give a brief example of what implemented & what it improved.
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Work Location: In person
