Customer Services Manager

Location: Stoke-on-Trent
Salary: £32,000 - £36,000
Hours: Full Time, Monday to Friday

About the Role

A fantastic opportunity has arisen for an experienced Customer Services Manager to join a fast-paced business operating within the logistics, fulfilment and e-commerce sector.

This role is ideal for a hands-on leader who is passionate about delivering exceptional customer service, developing high-performing teams and driving continuous improvement. You will be responsible for managing the customer service function, ensuring customers receive a professional and efficient service while working closely with operational teams to maintain service excellence.

Key Responsibilities

• Lead, motivate and develop a team of Customer Service Advisors.
• Manage the day-to-day performance of the customer service department.
• Act as the main escalation point for customer queries and complaints.
• Build and maintain strong relationships with customers and key stakeholders.
• Oversee order management and ensure customer enquiries are resolved efficiently.
• Work closely with warehouse and operational teams to ensure smooth service delivery.
• Monitor customer feedback and identify opportunities to improve the customer journey.
• Implement and maintain customer service processes and best practices.
• Produce reports and analyse customer service performance.
• Drive continuous improvement initiatives across the department.
• Support recruitment, onboarding and training of new team members.

About You

• Previous experience managing a customer service team.
• Strong leadership and people management skills.
• Excellent communication and relationship-building abilities.
• Experience handling escalated customer issues and delivering positive outcomes.
• Confident using CRM systems and Microsoft Office.
• Highly organised with strong problem-solving skills.
• Able to work effectively in a fast-paced environment.
• Experience within logistics, fulfilment, distribution, wholesale or e-commerce would be advantageous.

If you're a customer-focused leader looking for your next challenge and enjoy building successful teams while delivering outstanding service, we'd love to hear from you. Apply today for a confidential discussion.

Adecco acts as an employment agency for permanent recruitment and an employment business for the supply of temporary workers. The Adecco Group UK & Ireland is an Equal Opportunities Employer.

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