Customer Service Manager

Customer Service & Operations Manager | £40,000 – £45,000 | Dartford, Kent (Hybrid)

My client, a fast-growing and well-established business, is looking for an experienced Customer Service & Operations Manager to join their expanding team. This is an exciting opportunity for a hands-on operational leader who enjoys managing teams, improving processes and ensuring customers receive a fast, reliable and high-quality service.

The successful candidate will take ownership of day-to-day operations, leading a Sales Support team and working closely with internal departments to ensure quotes, orders, fulfilment and aftercare are delivered efficiently and within agreed SLAs.

Responsibilities:

• Own the daily operation, from quote/order through to fulfilment and aftercare
• Lead, coach and develop the Sales Support team, creating a high-performing and customer-focused culture
• Take ownership of quotes, orders, customer queries and escalations, ensuring consistent processes and service levels
• Manage workflows and priorities to ensure customers receive a fast and reliable response
• Work closely with stores, operational teams, Finance and Supply Chain to ensure orders are delivered on time and right first time
• Identify operational bottlenecks and eliminate manual or duplicated processes, helping to build a scalable operating model
• Work closely with the Key Account Manager to maintain strong customer relationships and ensure SLAs are consistently achieved
• Monitor and report on key operational KPIs, including order fulfilment, quote and order turnaround, query resolution and SLA performance
• Ensure all relevant Health, Safety and Security requirements are met

Skills:

• Proven experience managing operations or customer service
• Strong people management and leadership skills, with the ability to motivate, coach and develop a team
• Highly KPI and SLA focused, with a strong understanding of operational performance and service delivery
• A natural problem solver with experience identifying inefficiencies and implementing practical process improvements
• Calm and organised under pressure, with the ability to manage multiple priorities in a fast-paced environment

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