Job Overview
We are looking for an experienced and proactive Customer Service Manager to lead our customer service function and deliver an exceptional customer experience across our ecommerce and B2B channels.
As Customer Service Manager, you will oversee the day-to-day operations of the customer service team, ensuring customers receive outstanding support throughout their journey, from order placement through to delivery and after-sales care. You will play a key role in driving customer satisfaction, improving operational efficiency, and supporting the continued growth of the business.
Working closely with Sales, Operations, Warehouse, Logistics and Finance teams, you will identify opportunities for continuous improvement, implement best practices, and help shape a customer-centric culture across the organisation
Key Responsibilities
· Lead, motivate and develop the customer service team to deliver exceptional service standards.
· Manage customer enquiries, orders, complaints, and escalations across phone, email, and online channels.
· Monitor, analyse and report on key customer service KPIs, including response times, resolution rates and customer satisfaction metrics.
· Collaborate with warehouse, logistics and supply chain teams to ensure seamless order fulfilment and customer communication.
· Identify and implement process improvements that enhance efficiency and the overall customer experience.
· Support the optimisation and effective use of ERP and ecommerce platforms.
· Analyse customer feedback and trends, making recommendations to improve products, services and processes.
· Develop, document and maintain customer service procedures, policies and best practices.
· Ensure service level agreements and performance targets are consistently achieved.
· Work closely with the sales team in managing strategic accounts
To be successful in this role, you will be a confident people leader with a passion for customer service and a proven track record of improving customer experience within an ecommerce and/or B2B environment.
Required Skills
· Previous experience in a Customer Service Manager, Customer Success Manager, or similar leadership role.
· Experience working within an ecommerce and/or B2B environment.
· Good understanding of UK consumer legislation, including the Consumer Rights Act, Sale of Goods Act and Supply of Goods and Services Act.
· Strong people management and team leadership skills.
· Excellent communication and relationship-building abilities.
· Proven ability to resolve complex customer issues and manage escalations effectively.
· Strong analytical skills with the ability to interpret service data and identify trends.
· Experience using CRM systems and ecommerce platforms.
· Highly organised with excellent attention to detail.
· Ability to manage multiple priorities in a fast-paced environment.
Accountabilities
· Delivery of work to required standards of accuracy, quality and timescales
· Adherence to organisational policies and procedures
· Representing the business professionally in all customer and stakeholder interactions.
· Driving continuous improvement within the customer service function.
Behaviours
· Professional, reliable and customer focused.
· Positive and proactive approach to problem-solving.
· Strong team player who builds collaborative working relationships.
· Open to feedback and committed to continuous learning.
· Acts with integrity and professionalism at all times.
· Adaptable and comfortable working with new technologies and systems.
Pay: £40,000.00-£45,000.00 per year
Benefits:
- Company pension
- Free parking
- On-site parking
Experience:
- Customer Service Management: 3 years (required)
Work Location: In person
