Customer & Commercial Support Manager

The Homemade Brownie Company Ltd; Basingstoke; On-site; GBP 35,000 - 40,000; Full time

Job summary

A family-owned business in Basingstoke seeks a Customer & Commercial Support Manager to oversee customer service and support sales efforts. The role involves leading a team, managing customer relationships, and coordinating logistics for events. Ideal candidates will have at least 2 years of experience in a similar position and a strong commitment to customer satisfaction. Competitive salary, bonuses, and benefits offered in a supportive environment as the company continues to grow.

Benefits

5% bonus based on objectives

20 days holiday + Bank Holidays

Company pension scheme

Employee discounts

On-site parking

Qualifications

• Minimum of 2 years’ experience in a senior customer service, sales support, or commercial administration role.
• Strong understanding of customer service best practices and commitment to delivering excellent customer experience.
• Highly organized with the ability to manage multiple priorities and deadlines.

Responsibilities

• Lead customer service function, ensuring timely communication with customers.
• Provide support to sales activities across all channels.
• Co-ordinate logistics for events including markets and festivals.

Skills

Customer service best practices

Commercial awareness

Organizational skills

Process improvement

Communication skills

Attention to detail

Job description

Job Title: Customer & Commercial Support Manager

The Homemade Brownie Company Ltd is a small, family-owned business producing award-winning gluten‑free chocolate brownies. The team currently produces around 700,000 brownies per year, selling direct to end customers online and at events as well as wholesale to retailers and food service outlets. Located in Basingstoke, Hampshire, we currently have a team of 13 full‑time and 5 part‑time employees based out of our small bakery/office unit.

We’re growing quickly and are looking for an experienced Customer & Commercial Support Manager to take ownership of our customer service function while supporting sales activity and coordinating our busy programme of events. This is a senior, office‑based role and a key part of the management team, responsible for ensuring our customers receive an excellent experience at every touchpoint as the business continues to scale.

We’re known for the quality of both our products and our customer relationships. As we grow, we need someone who can put strong systems and structure around customer service, support revenue‑generating activity and ensure nothing falls through the cracks across sales channels and events.

Overview

As our Customer & Commercial Support Manager, you’ll lead our customer service function, ensuring timely, professional and consistent communication with our customers across all channels. You’ll also provide essential support to sales activity (direct‑to‑consumer, trade and corporate) and co‑ordinate the administrative and logistical elements of our events calendar, comprising markets, shows and festivals.

This role sits at the heart of the business, working closely with the Managing Director and teams across Operations, Sales, Marketing and Finance. You’ll be responsible for improving processes, implementing best practices and ensuring our customer‑facing activity supports both short‑term sales and long‑term brand growth.

As the business continues to grow, this role is expected to develop further, with the opportunity to take on line management responsibility for Customer Service, Sales Support and Events Rep team members within the next 12–24 months.

Key Responsibilities

Customer Service Management

• Take ownership of all customer service activity across email, phone, online platforms and marketplaces.
• Ensure customer enquiries, orders and complaints are handled efficiently, professionally and in line with company standards.
• Review and respond to customer feedback and reviews, including encouraging positive reviews and managing negative feedback appropriately.
• Log, track and analyse customer complaints, identifying trends, finding resolutions and implementing improvements to reduce recurring issues.
• Manage delivery tracking, follow‑ups and liaison with courier partners.

Sales Support

• Provide day‑to‑day administrative and operational support to sales activity across direct‑to‑consumer, trade and corporate channels.
• Input and manage orders across systems, including web orders, trade, corporate and event sales.
• Set up and maintain customer trade accounts and pricing structures.
• Respond to trade and corporate enquiries, prepare quotes and arrange samples.
• Maintain and update website listings, corporate pages, stockist maps and event pages.
• Manage inputs and updates across third‑party platforms including Ocado, Amazon Seller and TikTok Shop.
• Produce sales reports and analysis to support decision‑making and identify opportunities for growth.

Events Co‑ordination

• Co‑ordinate the administrative and logistical planning for markets, shows and festivals, including the staff (Events Reps) rota.
• Manage event bookings, contracts and required paperwork.
• Communicate event information internally, ensuring Events Reps are informed and prepared.
• Arrange event‑related logistics including equipment ordering and hotel bookings.

Process Improvement & Collaboration

• Review and improve customer service and sales support processes to increase efficiency, accuracy and consistency.
• Implement systems and documentation to support training, handovers and business continuity.
• Work closely with Operations, Marketing, Sales and Finance to ensure smooth co‑ordination across departments.
• Act as a senior point of contact within the office team, supporting the Managing Director with day‑to‑day commercial administration as required.

Future Team Leadership

As the business scales, the Customer & Commercial Support Manager will play a key role in shaping the structure of the Customer Service, Sales Support and Events functions. This is expected to include:

• Supporting the recruitment, onboarding and training of team members.
• Developing clear processes, documentation and service standards to support team growth.
• Providing day‑to‑day guidance, coaching and performance feedback.
• Helping to plan workloads and priorities across the function.

Qualifications & Experience

• Experience: Minimum of 2 years’ experience in a senior customer service, sales support or commercial administration role.
• Customer Focus: Strong understanding of customer service best practice and a genuine commitment to delivering an excellent customer experience.
• Commercial Awareness: Comfortable supporting revenue‑generating activity and understanding how customer service impacts sales and retention.
• Organisation: Highly organised with the ability to manage multiple priorities, deadlines and systems simultaneously.
• Process Improvement: Proactive in identifying inefficiencies and implementing practical improvements.
• Communication: Confident communicator, both written and verbal, with customers and internal stakeholders.
• Attention to Detail: High level of accuracy across orders, data input and customer communication.
• Ambition: Keen to work in a small, fast‑growing business and grow with the company as the role and team develop.

Benefits & Schedule

• Permanent role with expected start during March (negotiable depending on notice period)
• 40 hours per week: Monday to Friday 8:30am – 5:30pm with an hour for lunch
• Located at Sterling House, Stroudley Road, Basingstoke, RG24 8UG
• Salary of £35,000 - £40,000 per year
• 5% bonus based on business and commercial objectives
• 20 days holiday per year + Bank Holidays
• Company pension scheme
• Employee discounts
• On‑site parking
• Applications (CV and covering e‑mail) to [e-mail] by 8th February