Customer Service Manager

Search; Huddersfield; On-site; GBP 41,000 - 50,000; Full time

Job summary

Search in Huddersfield is recruiting a Customer Service Manager to lead its growing team and drive excellent customer experiences across journeys.

You will analyse data, manage KPIs, coach staff, and collaborate with Sales, Operations and Marketing to continuously improve service levels.

This full-time role offers a structured environment with a focus on people development and delivering high-quality service.

Qualifications

• Experience managing a customer-facing team.
• Retail/ecommerce/consumer environment experience.
• Strong people management and coaching skills.
• Proven track record of delivering KPIs.
• Excellent communication and problem-solving skills.
• Experience handling escalated complaints.
• Data-driven performance management.
• Collaborative across departments.
• Proactive with passion for delivering an excellent customer experience.

Responsibilities

• Lead, motivate and develop a high-performing customer service team
• Own customer service performance and KPIs
• Monitor service levels, response times, customer satisfaction and quality
• Coach team members to improve individual and team performance
• Identify opportunities to improve customer journeys and internal processes
• Handle escalated customer queries and complaints where required
• Work closely with other departments including Sales, Operations and Marketing
• Analyse customer feedback and performance data to identify trends and improvements
• Support recruitment, onboarding, training and ongoing development of the team
• Ensure a consistent, professional and customer‑focused approach across the department
• Drive a culture of continuous improvement and accountability

Skills

Customer service management

Team leadership

Data-driven performance

Communication

Problem solving

Stakeholder collaboration

Job description

Customer Service Manager

Huddersfield

Salary - circa £45,000 Per Annum

Full-Time - Monday–Friday

Are you an experienced Customer Service Manager who enjoys leading teams, improving customer journeys and driving high standards?

We’re working with a leading retail business in Huddersfield that is looking for an ambitious and commercially minded Customer Service Manager to join its growing team.

This is a fantastic opportunity for someone who can combine strong people leadership with a genuine focus on customer experience, operational performance and continuous improvement.

The Role

As Customer Service Manager, you’ll take ownership of the day‑to‑day customer service operation, ensuring customers receive an excellent experience at every stage of their journey.

You’ll lead, coach and develop a customer service team, while using data and performance metrics to identify opportunities to improve processes, service levels and overall customer satisfaction.

Key Responsibilities:

• Lead, motivate and develop a high‑performing customer service team
• Take ownership of customer service performance and KPIs
• Monitor service levels, response times, customer satisfaction and quality
• Coach team members to improve individual and team performance
• Identify opportunities to improve customer journeys and internal processes
• Handle escalated customer queries and complaints where required
• Work closely with other departments including Sales, Operations and Marketing
• Analyse customer feedback and performance data to identify trends and improvements
• Support recruitment, onboarding, training and ongoing development of the team
• Ensure a consistent, professional and customer‑focused approach across the department
• Drive a culture of continuous improvement and accountability

About You

We’re looking for an experienced customer service professional who has previously managed or led a customer‑facing team.

You’ll Ideally Have:

• Proven experience in Customer Service Management or Team Leadership
• Experience within a retail, ecommerce or consumer‑focused environment
• Strong people management and coaching skills
• A track record of delivering against customer service KPIs
• Excellent communication and problem‑solving skills
• Experience managing escalated complaints and challenging customer situations
• A data‑driven approach to performance management
• The ability to work collaboratively across multiple departments
• A proactive approach with a genuine passion for delivering an excellent customer experience

If you’re an experienced Customer Service Manager looking for your next challenge in Huddersfield, we’d love to hear from you.