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 e-commerce business
- A broad role combining customer service leadership with general office management responsibilities
Lloyd Recruitment Services are acting as a recruitment agency in relation to this vacancy and are an equal opportunities employer
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