Customer Service Manager

Lloyd Recruitment - East Grinstead; Hosey Hill; On-site; GBP 34,000 - 38,000; Full time

Benefits offered by this job

Onsite parking

22 days annual leave

Bank Holidays

Job summary

Lloyd Recruitment Services are partnering with a well-established ecommerce business in Westerham to recruit a Customer Service Manager. The role leads the customer service function and performs general office management duties in a hands-on capacity.

You will mentor the team, drive process improvements and ensure consistently high service levels while supporting day-to-day office operations in a full-time role.

Qualifications

• Proven experience in a Customer Service Manager or similar people-management role.
• Strong customer service background, ideally in a product led business.
• Excellent communication and relationship-building skills.
• Experience handling escalated complaints and resolving customer issues effectively.
• Proactive approach to reviewing processes and improving service levels.
• Good IT skills and confidence using customer service, office and business systems.

Responsibilities

• Oversee the day-to-day customer service function
• Lead, mentor and develop the customer service and office support team
• Allocate workloads and monitor team performance and KPIs
• Handle escalated enquiries, complaints and returns
• Monitor customer feedback and improve service levels
• Review and improve customer service processes
• Recruitment, onboarding and team training
• Run team meetings, one-to-ones and performance reviews
• Work with other departments to resolve customer issues
• Report on customer service performance to senior management
• Oversee general office administration

Skills

Team leadership

Customer service

Complaint resolution

Process improvement

Stakeholder communication

IT systems

Job description

Customer Service Manager

Westerham

Full time, Monday to Friday

£34K - £38K (DOE)

Lloyd Recruitment Services are delighted to be partnering with a well-established ecommerce business based in Westerham. They are seeking an experienced Customer Service Manager to lead their team, while also taking responsibility for a range of general office management and administrative duties.

This is an excellent opportunity for a hands‑on customer service professional who enjoys leading a team, improving processes and ensuring customers receive a consistently high level of service, while also playing a key role in the smooth day-to‑day running of the office.

Key Responsibilities of the Customer Service Manager

• Oversee the day-to-day customer service function
• Lead, mentor and develop the customer service and office support team
• Allocate workloads and monitor team performance and KPIs
• Handle escalated enquiries, complaints and returns
• Monitor customer feedback and improve service levels
• Review and improve customer service processes
• Manage recruitment, onboarding and team training
• Run team meetings, one-to-ones and performance reviews
• Work with other departments to resolve customer issues
• Report on customer service performance to senior management
• Oversee general office administration

Essential Skills & Experience Required

• Previous experience in a Customer Service Manager or similar people-management role
• Strong customer service background, ideally within a product led business
• Excellent communication and relationship-building skills
• Experience managing escalated complaints and resolving customer issues effectively
• A proactive approach to reviewing processes and improving customer service standards
• Good IT skills and confidence using customer service, office and business systems

What's on Offer

• Salary £34K - £38K DOE
• Permanent, full-time position
• 22 days annual leave plus Bank Holidays
• Onsite parking
• Opportunity to take ownership of the customer service function within an exciting and varied e-commerce business
• A broad role combining customer service leadership with general office management responsibilities

Lloyd Recruitment Services are acting as a recruitment agency in relation to this vacancy and are an equal opportunities employer