customer service manager

Polkadotfrog Ltd; Rotherham; On-site; GBP 35,000; Full time

Job summary

A fast-growing online builders' merchant company is hiring a Customer Service Manager to shape their customer service strategy. The role involves developing a customer service vision, building a team, and ensuring excellent customer interactions. Ideal candidates should have experience in customer service, strong leadership skills, and a data-driven mindset. The position offers a competitive salary, 25 days of holiday, and a collaborative work environment, providing excellent opportunities for career growth.

Benefits

Competitive salary

25 days of holiday

Excellent benefits package

Career growth opportunities

Qualifications

• Experience in a similar role.
• Proven leadership and team-building ability.
• Strong background in customer service.
• Comfortable in a fast-paced, entrepreneurial environment.

Responsibilities

• Develop and implement a customer service vision aligned with the company's goals.
• Oversee customer interactions across various channels.
• Introduce systems to streamline operations.

Skills

Leadership and team-building

Excellent communication

Conflict resolution

Customer-centric approach

Data-driven mindset

Tools

CRM software

Job description

we are hiring: Customer Service Manager
location: Rotherham
salary: £35K

This is a newly created opportunity for a Customer Service Manager to join, a fantastic, fast-growing online builders’ merchant company who pride themselves on being Customer-centric, putting customers at the heart of everything.

You will be pivotal in shaping and leading the customer service strategy, ensuring excellence scales with growth. From designing processes and building a team, to embedding a customer-first culture, this role offers autonomy, influence, and the chance to make a tangible impact.

Key responsibilities

Leadership & Strategy

• Develop and implement a customer service vision aligned with the Company’s growth ambitions
• Establish KPIs and service standards to measure and improve performance
• Build, train, and mentor a new customer service team

Customer Experience

• Oversee customer interactions across phone, email, and digital channels
• Resolve escalated issues promptly, ensuring positive outcomes
• Implement feedback loops to continuously improve service quality
• Build strong relationships with new and existing customers

Operational Excellence

• Collaborate with logistics and sales teams for seamless order-to-delivery processes.
• Introduce systems to streamline operations
• Monitor Trustpilot and other review platforms, responding professionally to feedback

Continuous Improvement

• Analyse customer data to identify trends and opportunities
• Drive initiatives that enhance retention, loyalty, and satisfaction
• Benchmark against competitors to maintain the Company’s reputation as the UK’s leading online builders’ merchant

What we are looking for

• Experience in a similar role
• Proven leadership and team-building ability.
• Strong background in customer service
• Excellent communication and conflict resolution skills.
• Data-driven mindset with CRM proficiency.
• Commercial awareness to align service with business growth.
• Customer-centric, proactive, and resilient.
• Strategic thinker with hands‑on problem-solving ability.
• Comfortable in a fast‑paced, entrepreneurial environment.

Why you should apply

• Be part of a fast-growing thriving company with ambitious plans.
• Shape a newly created role with autonomy and influence.
• Work with a passionate team delivering high-quality building materials nationwide.
• Opportunity to make a real impact on customer loyalty and brand reputation.

What’s in it for you

• Competitive Salary
• 25 days holiday + bank holidays + Christmas Shutdown
• Excellent benefits package
• Fantastic collaborative working environment
• Opportunity for career growth and progression

At polkadotfrog, we are dedicated to ensuring both client and candidate satisfaction. We value inclusivity and welcome requests for reasonable adjustments, whether for accessibility or information in an alternative format.