Customer Service Manager

Js3 Recruitment; United Kingdom; Hybrid; GBP 30,000 - 40,000; Full time

Job summary

A growing e-commerce firm is seeking a Customer Service Manager to lead their team. The role involves monitoring service quality, guiding process improvements, and daily customer interactions. The ideal candidate should have B2C experience and be comfortable working hands-on in customer communications. This position is primarily office-based, with flexibility for remote work on Fridays.

Qualifications

• Former experience as a Customer Service Manager or similar role.
• B2C experience, preferably in an ecommerce setting.
• Hands-on involvement with customer calls, emails, and web chats.

Responsibilities

• Lead the customer service function to ensure service excellence.
• Monitor ticket trends and guide process improvements.
• Collaborate with the board to address recurring issues.

Job description

Overview

Our client is a privately owned e-commerce company, enjoying a period of rapid growth. They specialise in an exciting range of licensed products, that are unique to them and generating ever growing traffic to their site.

With an online rating of just under 5 stars from almost 10,000 customer reviews, their focus is very firmly on maintaining the best possible customer service levels to their B2C customers. For that reason they are looking for aCustomer Service Manager to lead their small but effective customer service team, working closely with the board of Directors, ensuring that they are aware of any recurring issues in order to continually improve their processes.

Requirements

The ideal candidate will currently be an experienced Customer Service Manager or Customer Service with B2C experience, ideally in an ecommerce business. As this is a relatively small team, you will need to be hands on with customer calls, e-mails and web chats.

Role and Responsibilities

The role will be office based four days each week with Fridays working from home. As the leader of the customer service function, you will guide process improvements, monitor ticket trends, and collaborate with the board to address recurring issues and drive service excellence. You will also be involved in day‑to‑day customer interactions to stay connected with client needs.

Application

If you believe you have the experience to lead this team we would love to hear from you. In the first instance, please send an up to date version of your CV together with details of your current package.

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