Customer Service Manager

Senior Customer Service Manager

Salary: £40,000 - £50,000 Full-time Permanent

Are you a driven customer service leader ready to step into a role where you can truly make your mark?

We're partnering with a fast-growing, entrepreneurial business that is investing heavily in its people, processes, and service delivery. As part of this exciting growth phase, a brand-new leadership role has been created - giving you the opportunity to shape, influence, and elevate the entire customer experience function from day one.

This isn't a "steady-state" role - it's a chance to build, refine, and lead in a company that values ideas, innovation, and impact.

The Opportunity

You'll take ownership of the full customer service operation, leading both a UK-based team and an offshore order processing function. With strong backing from senior leadership, your focus will be to bring structure, accountability, and continuous improvement to a busy, fast-paced environment.

You'll have the autonomy to:

• Implement new processes and ways of working
• Drive performance and service excellence
• Improve cross-department collaboration
• Influence how customer service supports wider business growth

What You'll Be Doing

• Leading and developing a high-performing customer service team
• Managing an offshore order processing function to ensure accuracy and efficiency
• Driving KPI performance including response times, SLAs, and customer satisfaction
• Handling escalations and resolving complex customer queries
• Working closely with Sales, Warehouse, and Purchasing to improve communication and workflow
• Identifying and implementing improvements to processes and systems
• Creating a structured, motivated, and accountable team culture

What We're Looking For

• Proven experience managing customer service or operational teams
• A hands-on leader who thrives in a fast-moving environment
• Someone who enjoys improving processes and driving change
• Strong organisational and communication skills
• Experience managing or working with offshore teams (a bonus)
• A proactive, solutions-focused mindset with the ability to influence others

Why Apply?

• Newly created role - shape it and make it your own
• Join a growing, entrepreneurial business with real momentum
• High visibility with leadership - your ideas will be heard
• Opportunity to make a genuine impact on service and operations
• A collaborative environment where teams work closely together
• Clear scope for progression as the business continues to expand

What Success Looks Like

• A well-structured, high-performing customer service function
• Improved communication across departments
• Faster response times and stronger customer satisfaction
• Reduced errors and more efficient order processing
• A motivated, accountable, and engaged team

If you're ready to step into a role where you can lead, influence, and grow alongside an ambitious business, we want to hear from you.

Apply now or contact Alex on for a confidential conversation.