Customer Service & Office Manager
Location: Ystrad Mynach (Head Office)
Salary: £34,000 - £37,000 per annum
About Bridge Coffee Roasters
At Bridge Coffee Roasters, we're passionate about delivering exceptional coffee experiences backed by outstanding customer service. We're looking for a proactive and experienced Customer Service & Office Manager to lead our customer service team, oversee the smooth running of our head office, and play a key role in driving operational excellence.
If you're an experienced people manager who enjoys improving processes, delivering outstanding customer experiences, and making a real impact, we'd love to hear from you.
The Role
As our Customer Service & Office Manager, you'll lead our Customer Service Advisors and Field Service Coordinator while ensuring our customers receive a consistently excellent service.
You'll take ownership of customer satisfaction, service performance, office operations, and the commercial success of our Preventative Maintenance (PM) and Pressure Systems Safety Regulations Inspection (PSSR) programmes. You'll also champion continuous improvement, using technology and AI to enhance service delivery wherever possible.
Key Responsibilities
- Lead, coach and develop the Customer Service team.
- Manage the day-to-day operation of our customer service function and head office.
- Take ownership of customer satisfaction (NPS & CSAT) and resolve complex customer escalations.
- Ensure Service Level Agreements (SLAs) are consistently achieved.
- Oversee the Field Service Coordinator, ensuring efficient scheduling of engineers and service activities.
- Deliver revenue targets for Preventative Maintenance (PM) and Pressure Systems Safety Regluation Inspections (PSSR) programmes.
- Monitor performance metrics and produce regular management reports.
- Identify and implement process improvements to increase efficiency and service quality.
- Support the introduction of AI and digital tools to improve customer service.
- Manage office facilities, suppliers, onboarding activities and day-to-day administration.
- Work closely with the senior leadership team to improve service delivery and business performance.
What We're Looking ForEssential
- Proven experience managing a customer service or operations team.
- Strong leadership and people management skills.
- Experience handling customer escalations and delivering excellent customer service.
- Commercial awareness with experience working towards performance or revenue targets.
- Experience using CRM and ERP systems.
- Excellent organisational and communication skills.
- A proactive approach to problem-solving and continuous improvement.
Desirable
- Experience within a field service or technical service environment.
- Knowledge of preventative maintenance or service contract management.
- Experience using AI or digital tools to improve operational efficiency.
- Experience within the coffee, catering equipment or foodservice industry.
What You'll Bring
You'll be a confident leader who enjoys developing people, improving processes and delivering exceptional customer experiences. You'll thrive in a fast-paced environment, be highly organised, and enjoy working collaboratively across multiple teams.
Why Join Bridge Coffee Roasters?
At Bridge Coffee Roasters, we believe great service comes from great people and great systems. We work with calm confidence, continually improving the way we support our customers and each other.
This is an exciting opportunity to join a growing business where you'll have the autonomy to make improvements, lead a fantastic team and play a key role in shaping the future of our customer service operation.
Salary: £34,000 - £37,000 per year
Location: Ystrad Mynach (Head Office)
If you're ready to take the next step in your management career, we'd love to hear from you.
Pay: £34,000.00-£37,000.00 per year
Benefits:
- Free parking
- On-site parking
Experience:
- Customer Service Management: 2 years (required)
Work Location: In person
