Customer Service Manager

Superb PA; Little London; On-site; GBP 35,000 - 50,000; Full time

Job summary

A customer service management firm in Little London is seeking a Customer Service Lead to manage in-house operations. You will enhance customer experience through various communication channels and develop efficient processes. Ideal candidates have proven customer service experience, strong communication skills, and familiarity with helpdesk platforms. This role requires on-site work from Monday to Friday, 8am to 4pm.

Qualifications

• Proven experience in a customer service role with team lead responsibilities.
• Strong written and verbal communication skills with a keen eye for detail.
• Hands-on experience managing communication channels.

Responsibilities

• Act as the primary contact for all customer enquiries.
• Develop and refine customer service processes and templates.
• Explore AI tools to streamline processes and improve satisfaction.

Skills

Customer service experience

Team leadership

Process development

Confidence with AI tools

Strong communication skills

Organisational skills

Tools

Edesk

Zendesk

Freshdesk

Job description

Overview

Our client are seeking a dedicated and proactive Customer Service Lead to build and manage their in-house customer service function. As the first point of contact and sole representative, you will deliver an outstanding customer experience across all communication channels (email, phone, live chat, and social media) while developing processes, resources, and templates to ensure efficiency and scalability. This is a hands-on, pivotal role for someone who is organised, self-motivated, and eager to take ownership. You will have the opportunity to shape customer service operations from the ground up, introduce smart systems, and leverage AI tools where applicable to improve speed and consistency.

Responsibilities

• Act as the primary point of contact for all customer enquiries via email, phone, live chat, and social media.
• Develop, implement, and continually refine customer service processes, including handling of refunds, returns, and complaints.
• Create and maintain customer service templates (FAQs, response scripts, and standard communications) to ensure consistent tone, efficiency, and compliance.
• Collaborate with customer service helpdesk software and graphic designer to design workflows, templates, and automated solutions that enhance productivity.
• Explore and apply AI tools to streamline processes, generate response drafts, and improve customer satisfaction.
• Oversee and manage return settings and Q&A sections across all marketplaces.
• Maintain and update accurate customer-facing resources, including product usage guides, benefits, and safety information.
• Ensure all communications align with brand voice and meet regulatory compliance requirements.
• Professionally handle incoming phone calls and resolve queries promptly and effectively.

Requirements

• Proven experience in a customer service role with team lead or process development responsibilities.
• Demonstrated experience working with customer service helpdesk platforms (e.g., Edesk, Zendesk, Freshdesk, or similar) to create templates and optimise workflows.
• Confidence using AI-enabled tools within customer service environments.
• Strong written and verbal communication skills with a keen eye for detail.
• Excellent organisational abilities and ability to manage multiple tasks simultaneously.
• Experience creating and maintaining Standard Operating Procedures (SOPs) and documentation. Hands-on experience managing multiple communication channels (email, phone, live chat, social media).
• An interest in health & wellness
• Ability to work on-site Monday to Friday, 8am4pm.