Customer Service Manager

Pearson Whiffin Recruitment Ltd; South Darenth; Hybrid; GBP 38,000 - 45,000; Full time

Job summary

A reputable recruitment agency in North Kent is seeking a Customer Service Manager to lead a dynamic team and enhance service standards. You will be responsible for driving improvements, managing KPIs, and supporting B2B clients. The ideal candidate has proven customer service management experience and excellent communication skills. This full-time role offers a competitive salary of up to £45,000, generous leave, and numerous employee benefits including gym membership and private healthcare.

Benefits

Competitive salary

25 days annual leave plus Bank Holidays

Complimentary gym membership

Private healthcare

Life insurance

Qualifications

• Proven experience in customer service management.
• Excellent written and verbal communication skills.
• Proactive, positive, and customer focused.

Responsibilities

• Leading and developing a Customer Service team.
• Setting and monitoring individual and team KPIs.
• Improving internal procedures and recommending enhancements.

Skills

Customer service management

Verbal communication

Problem-solving skills

Team leadership

Attention to detail

Organizational skills

Job description

Customer Service Manager

North Kent with hybrid working

Salary : up to £45,000 DOE

Full-time | Permanent

Are you an experienced customer service leader with a background in managing technical products and supporting B2B clients?

Are you seeking a management role where you can shape a department and drive meaningful improvements?

If so, this could be the perfect opportunity.

This full-time position focuses on leading a busy Customer Service function while ensuring an exceptional experience for business customers. You will play a key role in refining processes, supporting sales activities, and driving service standards across the department.

Key responsibilities include :

• Leading, coaching, and developing a growing Customer Service team
• Setting and monitoring individual and team KPIs to maintain excellent service levels
• Reviewing internal procedures, policies and systems, and recommending improvements to enhance efficiency
• Working closely with internal sales teams and external distribution partners to agree on service expectations and provide strong customer support
• Liaising with internal departments, including Operations, Marketing, Engineering, and Finance
• Supporting quality processes by monitoring customer feedback and helping implement improvement measures
• Providing continued support once contracts are in place by building strong, long-term customer relationships to encourage repeat business and new opportunities.

What we are looking for :

• Proven experience in customer service management
• Excellent written and verbal communication skills
• Confident decision maker who works well under pressure
• Highly organised with the ability to manage multiple priorities
• Strong attention to detail and follow-through
• Proven strong history of meeting targets and raising overall team performance
• Proactive, positive, and customer focused.
• Strong problem-solving skills
• Experience using and improving customer service systems
• Confident in leading and motivating a team

What is on offer :

• A competitive salary that reflects your experience and value
• Generous annual leave of 25 days plus Bank Holidays, with extra days earned through service
• Complimentary gym membership to support your wellbeing
• Life insurance for peace of mind
• Private healthcare
• Access to an Employee Assistance Programme
• A supportive and well-established business that invests in its people
• A real chance to make an impact and help shape a key department

If you are a proactive leader who thrives on improving processes, developing teams and delivering first-class customer service, apply today for immediate consideration.

This role is being managed by Anna Sikora, Recruitment Consultant at Pearson Whiffin Recruitment