Customer Service Manager

GPS Recruitment; Milton Keynes; On-site; GBP 60,000 - 80,000; Full time

Job summary

A recruitment agency is seeking a Customer Service Manager in Milton Keynes to lead the CS team, improve service quality, and manage order flow. The ideal candidate will have previous leadership experience in customer service, preferably in B2B or luxury goods, and be confident in using ERP/WMS systems. This role is site-based and aims for exceptional customer service through continuous improvement.

Qualifications

• Previous experience in a customer service leadership role, preferably in B2B or luxury goods.
• Experience managing a team in a fast-paced, order-driven environment.
• Strong understanding of logistics and fulfilment processes.

Responsibilities

• Continuous improvement and development of the CS team.
• Set customer service procedures, implement and monitor clear KPIs.
• Oversee daily order flow to ensure timely processing.

Skills

Leadership

Problem-solving

Communication

Collaboration

Attention to detail

Tools

ERP/WMS systems

Advanced Excel

Job description

Overview

Job Title: Customer Service Manager
Location: Milton Keynes
Hours: Monday to Friday 9am - 5:30pm (Site Based)
Salary: Negotiable on experience

GPS Recruitment are looking for an experienced Customer Service Manager (CSM) with a passion for efficiency and strong problem-solving abilities. You will lead from the front and be accountable for the end-to-end accuracy, flow, and delivery-readiness of all customer orders and retention of those customers. This is a senior role to drive accountability, enforce high standards, and continually improve team performance and process control.

Responsibilities

• Continuous improvement and development of the CS team.
• Lead and support the CS team, building a culture of personal ownership, continuous improvement, and customer-first thinking. Aiming for exceptional customer service is key.
• Set customer service procedures, implement and monitor clear KPIs (e.g., order accuracy, response times, and invoice timeliness).
• Ensure order entry is correct the first time; codes, quantities, and dates must be fully validated.
• Use daily reports to catch and resolve exceptions: urgent orders, missing invoices, data errors, and customer setup issues.
• Review customer feedback regularly and use insights to enhance service quality, internal processes, and communication.
• Oversee daily order flow to ensure timely processing, release, and invoicing, avoiding bottlenecks or unnecessary escalation.
• Utilise the B2B platform and take complete ownership to ensure it meets the requirements for customer service.
• Deliver regular performance reports on key operational metrics including order fulfilment rates, customer satisfaction, and delivery accuracy.

Qualifications

• Previous experience in a customer service leadership role, preferably in B2B or luxury goods, is essential.
• Experience managing a team in a fast-paced, order-driven environment.
• Strong communication and cross-functional collaboration skills.
• Confident using ERP/WMS systems (e.g., BlueCherry, Softeon) and advanced Excel.
• Clear understanding of logistics and fulfilment processes.
• Strong attention to detail and ability to manage competing priorities.