Customer Service Manager

Anderson Recruitment Ltd; Lightpill; Vor Ort; GBP 38.000 - 43.000; Vollzeit

Benefits dieser Stelle

25 days holiday

Profit sharing

Employee product discount

Nest Pension contributions

Free parking

Company social events

Career progression with training

Zusammenfassung

Anderson Recruitment Ltd seeks a Customer Service Manager to lead and develop a growing team, analyse data and drive improvements across customer touchpoints. The role combines people leadership with hands-on customer support, reporting to senior management.

Based in Stroud, the permanent, full-time position offers a collaborative environment, competitive salary and opportunities for progression and training.

Qualifikationen

• Previous experience managing a team.
• Analytical mindset to identify trends.
• Strong communication and interpersonal skills.
• Ability to multitask and prioritise.

Aufgaben

• Lead, motivate and develop a growing Customer Service team.
• Manage team performance, KPIs and service levels.
• Analyse performance data to identify trends and improvements.
• Resolve complex customer issues and escalate when needed.
• Deliver an exceptional customer experience across channels.
• Collaborate with other departments to resolve issues.
• Produce regular reports and drive process improvements.

Kenntnisse

Team management

Data analysis

Communication

Time management

Jobbeschreibung

Customer Service Manager

Rare and exciting, permanent, full-time opportunity to join our client based in Stroud, who offer a collaborative, supportive and rewarding working environment where people can reach their full potential!

Our client is a leading, well-known premium sustainable brand, and due to continued growth, they are recruiting for a newly created role. You will manage an existing team of 5 (expected to grow to 8 by the end of 2026), taking a hands‑on approach, leading by example and motivating the team. The role will also involve analysing data, identifying trends and improving processes to proactively prevent customer issues.

This varied role combines direct customer engagement with team management, resolving complex customer issues, developing team capability and continuously improving the customer experience.

Responsibilities

• Lead, motivate and develop a growing Customer Service team of 5 (possible increase to 8 by the end of 2026)
• Manage team performance, KPIs and service levels.
• Conduct regular one-to-ones, reviews and team coaching.
• Monitor workloads, response times and customer service queues.
• Act as the main escalation point for complex customer issues.
• Resolve complaints professionally and ensure positive outcomes.
• Take a hands‑on approach to customer enquiries and support tickets.
• Deliver an exceptional customer experience across all channels.
• Work closely with other departments to resolve customer issues.
• Analyse performance data to identify trends and areas for improvement.
• Produce regular reports and recommend improvements.
• Identify recurring issues and implement preventative solutions.
• Monitor customer reviews and drive improvements in satisfaction.
• Improve processes, systems and workflows to increase efficiency.
• Identify training needs and support ongoing team development.

Candidate Attributes

• Previous experience managing a team
• Enthusiastic, positive influence
• Comfortable dealing with complaints
• Able to analyse data to spot patterns
• Strong communication and interpersonal skills
• Ability to multitask, prioritise, and manage time effectively

Hours

Monday - Friday 37.5h per week.

Salary

£38,000 - £43,000 per annum + benefits including:

• 25 days plus statutory holiday, increasing with length of service
• Annual profit share scheme
• Employee product discount
• Nest Pension contributions
• Free parking
• Company social events
• Career progression with support and training