Customer Service Manager

Polkadotfrog; Bolton upon Dearne; On-site; GBP 29,000 - 35,000; Full time

Job summary

A rapidly growing builders merchant is looking for a Customer Service Manager to drive the customer service strategy and lead the development of a new team. You will be key to achieving customer excellence, overseeing interactions and ensuring satisfaction. The role offers autonomy and the chance to have a tangible impact on company growth and customer loyalty. Competitive salary and excellent benefits package included.

Benefits

25 days holiday plus bank holidays

Christmas shutdown

Career growth opportunities

Collaborative working environment

Qualifications

• 3+ years of experience in a customer service management role.
• Ability to build and lead teams effectively.
• Proficient with customer relationship management (CRM) software.

Responsibilities

• Lead customer service strategy and ensure excellence.
• Build and mentor a customer service team.
• Analyze customer data to identify trends.

Skills

Experience in a similar role

Proven leadership and team-building ability

Strong background in customer service

Excellent communication and conflict resolution skills

Data-driven mindset with CRM proficiency

Commercial awareness

Customer-centric

Strategic thinker

Problem-solving ability

Job description

We are hiring: Customer Service Manager

Location: Rotherham

Salary: 35K

This is a newly created opportunity for a Customer Service Manager to join a fast-growing online builders merchant company that prides itself on being customer‑centric, putting customers at the heart of everything.

You will be pivotal in shaping and leading the customer service strategy, ensuring excellence scales with growth. From designing processes and building a team to embedding a customer‑first culture, this role offers autonomy, influence, and the chance to make a tangible impact.

Key Responsibilities

• Leadership Strategy
• Develop and implement a customer service vision aligned with the company's growth ambitions.
• Establish KPIs and service standards to measure and improve performance.
• Build, train, and mentor a new customer service team.
• Customer Experience
• Oversee customer interactions across phone, email, and digital channels.
• Resolve escalated issues promptly, ensuring positive outcomes.
• Implement feedback loops to continuously improve service quality.
• Build strong relationships with new and existing customers.
• Operational Excellence
• Collaborate with logistics and sales teams for seamless order‑to‑delivery processes.
• Introduce systems to streamline operations.
• Monitor Trustpilot and other review platforms, responding professionally to feedback.
• Continuous Improvement
• Analyse customer data to identify trends and opportunities.
• Drive initiatives that enhance retention, loyalty, and satisfaction.
• Benchmark against competitors to maintain the company's reputation as the UK's leading online builders merchant.

What We Are Looking For

• Experience in a similar role
• Proven leadership and team‑building ability
• Strong background in customer service
• Excellent communication and conflict resolution skills
• Data‑driven mindset with CRM proficiency
• Commercial awareness to align service with business growth
• Customer‑centric, proactive, and resilient
• Strategic thinker with hands‑on problem‑solving ability
• Comfortable in a fast‑paced, entrepreneurial environment

Why You Should Apply

• Be part of a fast‑growing thriving company with ambitious plans
• Shape a newly created role with autonomy and influence
• Work with a passionate team delivering high‑quality building materials nationwide
• Opportunity to make a real impact on customer loyalty and brand reputation

What's in It for You

• Competitive salary
• 25 days holiday plus bank holidays and Christmas shutdown
• Excellent benefits package
• Fantastic collaborative working environment
• Opportunity for career growth and progression

At polkadotfrog, we are dedicated to ensuring both client and candidate satisfaction. We value inclusivity and welcome requests for reasonable adjustments, whether for accessibility or information in an alternative format.

We value inclusivity and welcome requests for reasonable adjustments, whether for accessibility or information in an alternative format.