Customer Service Manager

Ambitions Personnel; Newark on Trent; On-site; GBP 30,000 - 45,000; Full time

Job summary

A family-run business in the UK is seeking a Customer Service Manager to lead a team of 7 and manage key accounts. You will oversee workflows, recruit and train staff, and enhance processes. The ideal candidate will have strong leadership skills and experience in customer service management. This role offers a dynamic work environment focused on team collaboration and efficiency.

Qualifications

• Proven experience in customer service management or key account management.
• Strong leadership and team management skills.
• Excellent verbal and written communication skills.

Responsibilities

• Lead and manage a team of 7 customer service staff.
• Organise and oversee administrative & customer service workflows.
• Recruit, train, and mentor staff.

Skills

Customer service management experience

Leadership skills

Verbal communication

Written communication

Microsoft Office Suite proficiency

CRM/order management systems

Problem-solving

Job description

Overview

A family‑run business that has grown year on year for the past 5 years, now at the forefront of their market, is looking for a hands‑on Customer Service Manager. As the Customer Service Manager, you will lead a team of 7 existing customer service staff whilst also looking after your own key accounts.

Key Responsibilities

• Lead and manage a team of 7 customer service staff, ensuring daily and weekly tasks are completed efficiently and to a high standard.
• Organise, prioritise, and oversee administrative & customer service workflows across multiple departments.
• Recruit, train, and mentor staff, holding monthly 1‑1 meetings and setting performance targets.
• Monitor KPIs and report performance to senior management and directors.
• Identify opportunities for process automation to save time and improve efficiency.
• Collaborate with other departments to ensure smooth operations and enhance company‑wide efficiency.
• Manage IT setups and coordinate with outsourced IT providers, including full PC setups for new starters and yearly review meetings.
• Act as account manager for key mainstream clients, managing pricing, profit margins, and reporting.
• Write and maintain process documentation to improve workflows.

Qualifications & Skills

• Proven experience in customer service management or key account management with leadership qualities.
• Strong leadership and team management skills.
• Excellent verbal and written communication skills.
• Proficiency in Microsoft Office Suite (Word, Excel, Outlook), CRM/order management systems, and e‑commerce platforms.
• Ability to multitask and work across multiple teams and departments.
• Problem‑solving mindset with a proactive and positive approach.
• Experience with process improvement and reporting to senior management.

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