Customer Service Manager

Anderson Recruitment Ltd; Stroud; On-site; GBP 30,000 - 42,000; Full time

Job summary

Anderson Recruitment Ltd in Stroud is seeking a proactive Customer Service Team Lead to manage a growing team of 5–8, leading by example, handling complex customer issues and driving service improvements across channels. This role blends hands-on support with data analysis, creating reports, spotting trends and implementing preventative solutions to enhance customer experience and efficiency.

The ideal candidate will coach colleagues, maintain high service levels, and collaborate with other

Qualifications

• Experience leading a customer service team.
• Strong data analysis and reporting skills.
• Excellent communication and problem-solving abilities.
• Ability to manage KPIs and service levels.

Responsibilities

• Lead and develop a growing Customer Service team of 5–8.
• Manage performance, KPIs and service levels.
• Conduct regular one-to-ones, reviews and coaching.
• Monitor workloads, response times and queues.
• Act as main escalation point for complex issues.
• Resolve complaints professionally and ensure positive outcomes.
• Deliver an exceptional customer experience across channels.
• Work closely with other departments to resolve customer issues.
• Analyse performance data to identify trends and areas for improvement.
• Produce regular reports and implement improvements.
• Identify recurring issues and preventative solutions.

Skills

Leadership

Team management

Customer service

Data analysis

KPI management

Tools

CRM software

Job description

Rare and exciting, permanent, full-time opportunity to join our client based in Stroud, who offer a collaborative, supportive and rewarding working environment where people can reach their full potential!

Our client is a leading, well-known premium sustainable brand, and due to continued growth, they are recruiting for a newly created role. You will manage an existing team of 5 (expected to grow to 8 by the end of 2026), taking a hands-on approach, leading by example and motivating the team. The role will also involve analysing data, identifying trends and improving processes to proactively prevent customer issues.

This varied role combines direct customer engagement with team management, resolving complex customer issues, developing team capability and continuously improving the customer experience.

Responsibilities:

• Lead, motivate and develop a growing Customer Service team of 5 (possible increase to 8 by the end of 2026)
• Manage team performance, KPIs and service levels.
• Conduct regular one-to-ones, reviews and team coaching.
• Monitor workloads, response times and customer service queues.
• Act as the main escalation point for complex customer issues.
• Resolve complaints professionally and ensure positive outcomes.
• Take a hands-on approach to customer enquiries and support tickets.
• Deliver an exceptional customer experience across all channels.
• Work closely with other departments to resolve customer issues.
• Analyse performance data to identify trends and areas for improvement.
• Produce regular reports and recommend improvements.
• Identify recurring issues and implement preventative solutions.
• Monitor customer reviews and drive improvements in satisfaction.
• Improve processes, systems and workflows to increase efficiency.
• Identify training needs and support ongoing team development.