Customer Service Manager

Westerham

Full time, Monday to Friday

£34K - £38K (DOE)

Lloyd Recruitment Services are delighted to be partnering with a well-established ecommerce business based in Westerham. They are seeking an experienced Customer Service Manager to lead their team, while also taking responsibility for a range of general office management and administrative duties.

This is an excellent opportunity for a hands-on customer service professional who enjoys leading a team, improving processes and ensuring customers receive a consistently high level of service, while also playing a key role in the smooth day-to-day running of the office.

Key Responsibilities of the Customer Service Manager:

• Oversee the day-to-day customer service function
• Lead, mentor and develop the customer service and office support team
• Allocate workloads and monitor team performance and KPIs
• Handle escalated enquiries, complaints and returns
• Monitor customer feedback and improve service levels
• Review and improve customer service processes
• Manage recruitment, onboarding and team training
• Run team meetings, one-to-ones and performance reviews
• Work with other departments to resolve customer issues
• Report on customer service performance to senior management
• Oversee general office administration

Essential Skills & Experience Required:

• Previous experience in a Customer Service Manager or similar people-management role
• Strong customer service background, ideally within a product led business
• Excellent communication and relationship-building skills
• Experience managing escalated complaints and resolving customer issues effectively
• A proactive approach to reviewing processes and improving customer service standards
• Good IT skills and confidence using customer service, office and business systems

What's on Offer

• Salary £34K - £38K DOE
• Permanent, full-time position
• 22 days annual leave plus Bank Holidays
• Onsite parking
• Opportunity to take ownership of the customer service function within an exciting and varied ecommerce business
• A broad role combining customer service leadership with general office management responsibilities

If you are an experienced Customer Service Manager, Team Leader or Office Manager looking for your next challenge, then click apply today!

Apply today through Lloyd Recruitment Services.

Extra information

• Refer a friend and earn a retail voucher worth up to £500!
• Unfortunately, due to high numbers of applications, we are only able to respond to shortlisted applicants. If you have not heard from us within 5 days, please assume that you have not been shortlisted on this occasion.
• By applying for this vacancy, you accept Lloyd Recruitment Services Privacy and GDPR Policy which can be found on our website and therefore gives us consent to contact you.

Lloyd Recruitment Services are acting as a recruitment agency in relation to this vacancy and are an equal opportunities employer.