Customer Service Manager

Adecco; Tunstall; On-site; GBP 32,000 - 36,000; Full time

Job summary

Adecco Group UK & Ireland is seeking an experienced Customer Services Manager in Stoke-on-Trent to lead a fast-paced customer service function within the logistics, fulfilment and e-commerce sector. You will develop high-performing teams, manage day-to-day operations, handle escalations, and partner with warehouse and operations to ensure service excellence.

This full-time role offers Monday to Friday hours with a salary of £32,000 - £36,000.

Qualifications

• Experience managing a customer service team.
• Strong leadership and people management skills.
• Excellent communication and relationship-building abilities.

Responsibilities

• Lead, motivate and develop a team of Customer Service Advisors.
• Manage the day-to-day performance of the customer service department.
• Act as the main escalation point for customer queries and complaints.
• Build and maintain relationships with customers and key stakeholders.
• Oversee order management and ensure customer enquiries are resolved efficiently.
• Work closely with warehouse and operational teams to ensure smooth service delivery.
• Monitor customer feedback and identify opportunities to improve the customer journey.
• Implement and maintain customer service processes and best practices.
• Produce reports and analyse customer service performance.
• Drive continuous improvement initiatives across the department.
• Support recruitment, onboarding and training of new team members.

Skills

Team leadership

People management

Customer satisfaction

Relationship building

Communication

Tools

CRM systems

Microsoft Office

Job description

Customer Services Manager

Location: Stoke-on-Trent

Salary: £32,000 - £36,000

Hours: Full Time, Monday to Friday

About the Role

A fantastic opportunity has arisen for an experienced Customer Services Manager to join a fast-paced business operating within the logistics, fulfilment and e-commerce sector.

This role is ideal for a hands-on leader who is passionate about delivering exceptional customer service, developing high-performing teams and driving continuous improvement. You will be responsible for managing the customer service function, ensuring customers receive a professional and efficient service while working closely with operational teams to maintain service excellence.

Key Responsibilities

• Lead, motivate and develop a team of Customer Service Advisors.
• Manage the day-to-day performance of the customer service department.
• Act as the main escalation point for customer queries and complaints.
• Build and maintain strong relationships with customers and key stakeholders.
• Oversee order management and ensure customer enquiries are resolved efficiently.
• Work closely with warehouse and operational teams to ensure smooth service delivery.
• Monitor customer feedback and identify opportunities to improve the customer journey.
• Implement and maintain customer service processes and best practices.
• Produce reports and analyse customer service performance.
• Drive continuous improvement initiatives across the department.
• Support recruitment, onboarding and training of new team members.

About You

• Previous experience managing a customer service team.
• Strong leadership and people management skills.
• Excellent communication and relationship-building abilities.
• Experience handling escalated customer issues and delivering positive outcomes.
• Confident using CRM systems and Microsoft Office.
• Highly organised with strong problem-solving skills.
• Able to work effectively in a fast-paced environment.
• Experience within logistics, fulfilment, distribution, wholesale or e-commerce would be advantageous.

If you're a customer-focused leader looking for your next challenge and enjoy building successful teams while delivering outstanding service, we'd love to hear from you.

The Adecco Group UK & Ireland is an Equal Opportunities Employer.

By applying for this role your details will be submitted to Adecco. Our Candidate Privacy Information Statement explaining how we will use your information is available on our website