Customer Service Manager
Job Type: Full Time, Permanent
About Ruby UK Ltd
Ruby UK Ltd is a family-run business specialising in the manufacture and supply of high-quality timber products throughout the UK. We pride ourselves on delivering exceptional customer service and building lasting relationships with our customers.
We are looking for an experienced Customer Service Manager to lead our customer service department, ensuring every customer receives a professional, efficient and friendly experience from enquiry through to aftersales support.
The Role
This is a varied, hands-on management role where no two days are the same. You will be responsible for overseeing the customer service team, managing customer relationships, improving processes and working closely with our manufacturing, logistics and sales teams to ensure the highest level of customer satisfaction.
The successful candidate will be confident in managing people, resolving complex customer queries and identifying opportunities to improve the overall customer experience.
Key Responsibilities
- Lead, motivate and develop the Customer Service team.
- Manage the day-to-day running of the customer service department.
- Deal with escalated customer enquiries and complaints professionally and efficiently.
- Monitor customer satisfaction and identify areas for continuous improvement.
- Develop and implement customer service procedures and best practices.
- Work closely with production, logistics and sales to ensure customer expectations are met.
- Manage customer communication regarding deliveries, lead times and aftersales support.
- Review customer feedback, Trustpilot reviews and complaints to identify trends and implement improvements.
- Produce customer service reports and departmental KPIs.
- Support recruitment, induction, training and performance management of customer service staff.
About You
We're looking for an experienced and driven Customer Service Manager who is passionate about delivering exceptional customer experiences and leading a high-performing team. This role would suit someone who genuinely wants to make a difference, take ownership of the customer journey and play an active role in driving the business forward.
The ideal candidate will have:
- A minimum of two years' experience in a Customer Service Management role.
- Proven experience managing, motivating and developing a customer service team.
- Excellent leadership, communication and interpersonal skills.
- Strong organisational and time management abilities, with the ability to prioritise multiple tasks in a fast-paced environment.
- Excellent IT skills, including confidence using Microsoft Office and CRM or order management systems.
- A calm, professional and solutions-focused approach when dealing with challenging situations and customer escalations.
- The confidence to make decisions and take ownership of issues through to resolution.
- A proactive mindset with a passion for continuous improvement and identifying ways to enhance both customer satisfaction and internal processes.
- A willingness to get involved across the wider business, working closely with other departments to achieve the best outcomes for our customers.
- The ability to lead by example, inspire others and promote a positive, supportive working culture.
- Experience within manufacturing, construction, timber, builders' merchants or a similar product-based environment would be highly advantageous but not essential.
We are looking for someone who doesn't simply want to manage a customer service department, but someone who wants to help shape it. We want a manager who is passionate about creating an outstanding customer experience, empowering their team to succeed, building strong relationships with customers and colleagues, and continuously looking for ways to improve how we work. If you thrive on making a real impact, enjoy working collaboratively and take pride in delivering exceptional service, we'd love to hear from you.
Working Hours
This is a full-time position, working 45 hours per week.
As part of this role, you will be required to work weekends on a rota basis to support the needs of the business. Flexibility is essential, as additional hours may be required to meet business demands.
What We Offer
- Competitive salary.
- Company pension scheme.
- 28 days Annual Leave.
- Friendly, supportive family business environment.
- Ongoing training and development opportunities.
- Discretionary company bonus scheme.
- Long-term career progression opportunities.
If you are an organised, customer-focused leader with a passion for delivering exceptional service, we would love to hear from you.
Please send your CV and a covering letter to [email protected]
Please note that applications submitted via Indeed will not be considered. Only applications sent directly to the email address above will be reviewed.
Due to the high volume of applications we receive, we are only able to contact candidates selected for an interview. If you have not heard from us within 6 weeks of submitting your application, please assume that your application has been unsuccessful on this occasion.
If you believe you have the skills, experience and passion we're looking for, we'd love to hear from you and encourage you to apply.
We look forward to hearing from you.
Pay: £30,000.00-£40,000.00 per year
Benefits:
- Free parking
- On-site parking
Work Location: In person
