Customer Service Manager

Customer Services Manager

Guildford
37,000

An excellent opportunity for an experienced Customer Services Manager to lead a fast paced customer service team, ensuring a smooth end-to-end customer experience from order processing to aftercare.

Key Responsibilities

• Manage daily fulfilment operations, including order processing and routing
• Oversee customer service across multiple channels and handle escalations
• Monitor performance against KPIs (SLAs, accuracy, customer satisfaction)
• Lead, coach, and develop operational teams
• Identify and implement process improvements
• Work with internal teams to ensure efficient service delivery

About You

• Proven experience in team management in a customer services environment
• Strong leadership and organisational skills
• Customer-focused with excellent communication
• Analytical and confident using data to drive decisions
• Experience with CRM or similar systems

Qualifications

• GCSEs/A-Levels (or equivalent)
• Relevant management or improvement qualifications desirable