Customer Service Manager

Insight Select Limited; Dartford; Hybrid; GBP 40,000 - 45,000; Full time

Job summary

Insight Select Limited is seeking a Customer Service & Operations Manager to join their fast-growing, well-established team in Dartford. This hands-on operational role leads the Sales Support team and collaborates with internal departments to ensure quotes, orders, fulfilment and aftercare meet SLAs.

You will own daily operations, coach the Sales Support team, manage quotes and orders, and work with Stores, Finance and Supply Chain to ensure orders are delivered on time and right first time.

Qualifications

• Experience in managing operations or customer service.
• Strong people management and leadership skills.
• KPI/SLA driven with ability to improve processes.
• Calm, organised under pressure with multitasking.

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

People management

Leadership

KPI & SLA focus

Process improvement

Prioritisation under pressure

Job description

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