Customer Service Manager

Work Lyf Group Ltd; Tunstall; Vor Ort; GBP 33.000 - 36.000; Vollzeit

Benefits dieser Stelle

25 days holiday plus bank holidays

Workplace pension

Free on-site parking

Complimentary tea and coffee

Opportunity to shape service standards

Zusammenfassung

Work Lyf Group is seeking a Customer Service Manager to lead a team of Customer Service Administrators and Account Managers in Stoke-on-Trent. You will drive service standards, operational performance and continuous improvement, owning the customer service function.

The role requires strong leadership, experience in e-commerce/logistics environments, and a proactive approach to improving customer experiences. 37.5 hours per week, permanent, with a salary of £33,000–£36,000 DOE.

Qualifikationen

• Experience managing a customer service team.
• Strong leadership and people management skills.
• Excellent communication and problem-solving abilities.
• Experience in e-commerce, wholesale, logistics, warehousing or similar operations.
• Ability to interpret KPIs and performance data; reporting skills.

Aufgaben

• Lead, coach and develop a team of Customer Service Administrators and Account Managers.
• Set, monitor and improve customer service KPIs and SLAs.
• Manage escalated customer enquiries, complaints and service issues.
• Oversee order processing, delivery communications, returns and backorder management.
• Analyze service data and customer feedback to identify improvements.
• Collaborate with sales, marketing, warehouse and operations for a seamless customer experience.
• Support resource planning, training and team development initiatives.
• Produce management reports and maintain CRM and operational records.

Kenntnisse

Team leadership

Customer service

Communication

CRM systems

Problem solving

Jobbeschreibung

Customer Service Manager

Location: Stoke-on-Trent

Salary: £33,000 - £36,000 per annum (DOE)

Hours: 37.5 hours per week

Job Type: Full-time, Permanent

Work Lyf Group are recruiting on behalf of a well-established and growing business in Stoke-on-Trent for an experienced Customer Service Manager. This is an excellent opportunity for a customer-focused leader who enjoys developing teams, improving processes, and delivering outstanding customer experiences.

The successful candidate will take ownership of the customer service function, leading a team whilst driving service standards, operational performance, and continuous improvement across the business.

Key Responsibilities

• Lead, coach, and develop a team of Customer Service Administrators and Account Managers.
• Set, monitor, and improve customer service KPIs and SLAs.
• Manage escalated customer enquiries, complaints, and service issues.
• Oversee order processing, delivery communications, returns, and backorder management.
• Analyse service performance data and customer feedback to identify improvement opportunities.
• Work closely with sales, marketing, warehouse, and operations teams to ensure a seamless customer experience.
• Support resource planning, training, and team development initiatives.
• Produce management reports and maintain accurate CRM and operational records

About You

To be successful in this role, you will have:

• Previous experience managing a customer service team.
• Strong leadership, coaching, and people management skills.
• Excellent communication and problem-solving abilities.
• Experience working within e-commerce, wholesale, logistics, warehousing, fulfilment, or a similar operational environment.
• Commercial awareness and the ability to interpret KPIs and performance data.
• Confidence using CRM systems, Microsoft Office, and reporting tools.
• A proactive, customer-focused approach with a passion for continuous improvement.

Benefits

• 25 days holiday plus bank holidays.
• Workplace pension.
• Free on-site parking.
• Complimentary tea and coffee.
• Opportunity to shape service standards and influence business performance.
• Supportive working environment with opportunities for professional development.