Customer Service Manager

TN United Kingdom; Milton Keynes; On-site; GBP 44,000; Full time

Job summary

An established industry player is seeking a dedicated Customer Service Manager to lead a dynamic team in Milton Keynes. This role emphasizes collaboration, efficiency, and a commitment to exceptional customer service. You will be responsible for overseeing the order processing operations and ensuring customer satisfaction through effective team management and process improvements. With a focus on continuous improvement and accountability, this position is perfect for someone passionate about enhancing customer experiences while driving operational excellence. Join a forward-thinking company that values its employees and offers a supportive work environment.

Benefits

32 days holiday per year

Health & Dental Care

Cycle-to-work scheme

Free on-site parking

Access to staff sales

Team-building events

Qualifications

• 5+ years in a customer service leadership role.
• Experience managing teams in fast-paced environments.

Responsibilities

• Lead the Customer Service team, fostering a culture of ownership.
• Establish procedures and monitor KPIs for service excellence.
• Analyze customer feedback to improve service quality.

Skills

Customer Service Leadership

Team Management

Problem-Solving

Communication Skills

ERP/WMS Systems

Advanced Excel Skills

Logistics Understanding

Attention to Detail

Job description

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Customer Service Manager

Location: Milton Keynes, UK

Working hours: Monday to Friday; 9am - 5:30pm

Salary: £44,000 per annum

My client is seeking a collaborative Customer Service Manager with a passion for people management, efficiency, strong problem-solving skills, and a mindset for continuous improvement. As the Customer Service Manager, you will lead a team of 6 Customer Service Specialists to ensure accurate order processing and customer retention. Your role involves coordinating between Sales Reps and Warehouse, operating at the intersection of service and operations. This leadership role requires driving accountability, enforcing high standards, and continually improving team performance and processes.

Key Responsibilities:

1. Lead and support the Customer Service team, fostering a culture of ownership, continuous improvement, and customer-first thinking. Strive for exceptional customer service.
2. Establish customer service procedures and monitor KPIs such as order accuracy, response times, and invoice timeliness.
3. Coordinate with internal teams to facilitate smooth order flow and minimize delays.
4. Utilize daily reports to identify and resolve issues like urgent orders, missing invoices, data errors, and setup problems.
5. Regularly review key reports (e.g., NSR, zero-value orders, open picks, customer splits).
6. Maintain service consistency and address customer issues promptly and professionally.
7. Analyze customer feedback to improve service quality, internal processes, and communication.
8. Manage daily order flow to ensure timely processing, release, and invoicing, avoiding bottlenecks.
9. Provide performance reports on operational metrics such as order fulfillment, customer satisfaction, and delivery accuracy.
10. Continuously seek process improvements to enhance efficiency and customer experience.

Skills and Qualifications:

• 5+ years in a customer service leadership role.
• Experience managing teams in fast-paced, order-driven environments.
• Strong communication and cross-functional collaboration skills.
• Proficiency with ERP/WMS systems and advanced Excel skills.
• Understanding of logistics and fulfillment processes.
• Attention to detail and ability to manage competing priorities.

Benefits:

• 32 days holiday per year (including Bank Holidays)
• Optional Health & Dental Care and cycle-to-work scheme
• Free on-site parking
• Access to staff sales within luxury brands
• Various staff social and team-building events

If you are interested in this Customer Service Manager role, please apply today. We would love to hear from you!

We prefer your CV in Word format.

Ascendant Recruitment is a leading recruitment agency in Milton Keynes and Northampton, specializing in PA/Administration, Customer Service, Human Resources, Finance, and Temporary roles. We operate as an Employment Agency for permanent roles and an Employment Business for temporary roles. For more information about our vacancies, please visit and follow us on Facebook, Twitter, and LinkedIn.