Customer Service Manager

Ambitions Personnel; Fernwood CP; On-site; GBP 60,000 - 80,000; Full time

Job summary

A growing e-commerce company in the UK is seeking a hands-on Customer Service Manager to lead a small team and improve operational efficiency. This pivotal role involves developing systems, creating SOPs, and enhancing customer experience. Strong leadership and Excel skills are required. Join a family-run culture with opportunities for growth as the business scales.

Benefits

Family-run culture

Autonomy and impact

Opportunities for growth

Qualifications

• Experience leading a small customer service or operations team.
• Proven background in e-commerce, online retail, or order-based environments.
• Strong Excel skills – reporting, pivot tables, data analysis.
• Confident creating SOPs, workflows, and operational processes.
• Excellent communication skills and a proactive problem-solver.

Responsibilities

• Lead, support and develop a team of 2 across customer service and admin.
• Own customer experience across email, phone, live chat & marketplace platforms.
• Redesign processes and SOPs to modernise operations and improve efficiency.
• Build reporting dashboards using Excel to track KPIs and performance.
• Streamline order processing, returns handling, and workflow efficiencies.

Skills

Leadership

E-commerce experience

Excel proficiency

Process improvement

Communication

Job description

A fast-growing, e-commerce business is looking for a hands-on Customer Service Manager to lead a small team, improve systems, and help drive the next phase of growth.

This is a pivotal role for someone who loves building structure, creating new processes, and improving efficiency. You’ll be leading a team of 2 while working closely with the Directors to “re-write the book”, introducing new SOPs, systems, reporting, and operational excellence.

The Role

• Lead, support and develop a team of 2 across customer service and admin
• Own customer experience across email, phone, live chat & marketplace platforms
• Redesign processes and SOPs to modernise operations and improve efficiency
• Build reporting dashboards using Excel to track KPIs and performance
• Streamline order processing, returns handling, and workflow efficiencies
• Work closely with e-commerce and warehouse functions to ensure smooth operations
• Contribute to business planning, service improvement, and continuous development

About You

• Experience leading a small customer service or operations team
• Proven background in e-commerce, online retail, or order-based environments
• Strong Excel skills – reporting, pivot tables, data analysis
• Confident creating SOPs, workflows, and operational processes
• Excellent communication skills and a proactive problem-solver
• Comfortable working hands-on in a growing, entrepreneurial business
• Enjoys improving systems, designing structure and driving efficiency

What’s in it for You?

• A key role in an established, high-growth e-commerce business
• Real influence to shape processes, systems and customer experience
• Family-run culture with autonomy and room to make an impact
• Opportunity to grow as the business continues to scale

If you're motivated by building better systems, leading a small team and making a real difference in a growing business — we’d love to hear from you.

Apply Now