Customer Service Manager

Polkadotfrog; United Kingdom; On-site; GBP 29,000 - 35,000; Full time

Job summary

A fast-growing online builders merchant in the UK is seeking a Customer Service Manager to spearhead their customer service strategy. This newly created position requires a professional who can lead, build, and mentor a team while ensuring the highest standards of customer experience. The ideal candidate should possess strong leadership skills, a background in customer service, and the ability to analyze data to drive improvements. Attractive salary and benefits package included.

Benefits

Competitive salary

25 days holiday + bank holidays + Christmas Shutdown

Excellent benefits package

Collaborative working environment

Career growth opportunities

Qualifications

• Experience in a similar customer service management role.
• Proven track record in leadership and team building.
• Strong conflict resolution and communication skills.

Responsibilities

• Lead the development of customer service strategies.
• Establish KPIs and service standards for performance.
• Mentor and build a new customer service team.
• Oversee customer interactions across various channels.
• Resolve escalated customer issues efficiently.

Skills

Leadership and team-building

Customer service expertise

Excellent communication skills

CRM proficiency

Analytical and data-driven mindset

Commercial awareness

Proactive and resilient

Strategic thinking

Job description

We are hiring: Customer Service Manager

Location: Rotherham

Salary: 35K

This is a newly created opportunity for a Customer Service Manager to join, a fantastic, fast-growing online builders merchant company who pride themselves on being Customer-centric, putting customers at the heart of everything.

You will be pivotal in shaping and leading the customer service strategy, ensuring excellence scales with growth. From designing processes and building a team, to embedding a customer-first culture, this role offers autonomy, influence, and the chance to make a tangible impact.

Key Responsibilities

• Leadership Strategy: Develop and implement a customer service vision aligned with the Company's growth ambitions.
• Establish KPIs and service standards to measure and improve performance.
• Build, train, and mentor a new customer service team.
• Customer Experience: Oversee customer interactions across phone, email, and digital channels.
• Resolve escalated issues promptly, ensuring positive outcomes.
• Implement feedback loops to continuously improve service quality.
• Build strong relationships with new and existing customers.
• Operational Excellence: Collaborate with logistics and sales teams for seamless order-to-delivery processes.
• Introduce systems to streamline operations.
• Monitor Trustpilot and other review platforms, responding professionally to feedback.
• Continuous Improvement: Analyse customer data to identify trends and opportunities.
• Drive initiatives that enhance retention, loyalty, and satisfaction.
• Benchmark against competitors to maintain the Company's reputation as the UK's leading online builders merchant.

What we are looking for

• Experience in a similar role
• Proven leadership and team-building ability
• Strong background in customer service
• Excellent communication and conflict resolution skills
• Data-driven mindset with CRM proficiency
• Commercial awareness to align service with business growth
• Customer-centric, proactive, and resilient
• Strategic thinker with hands‑on problem‑solving ability
• Comfortable in a fast‑paced, entrepreneurial environment

Why you should apply

• Be part of a fast-growing thriving company with ambitious plans.
• Shape a newly created role with autonomy and influence.
• Work with a passionate team delivering high-quality building materials nationwide.
• Opportunity to make a real impact on customer loyalty and brand reputation.

What's in it for you

• Competitive Salary
• 25 days holiday + bank holidays + Christmas Shutdown
• Excellent benefits package
• Fantastic collaborative working environment
• Opportunity for career growth and progression

At polkadotfrog, we are dedicated to ensuring both client and candidate satisfaction. We value inclusivity and welcome requests for reasonable adjustments, whether for accessibility or information in an alternative format.

Our Specialist Consultants bring expertise, passion, and dedication to delivering a professional, personalised, and quality service. Our mission is simple to create positive relationships, built on honesty, transparency, and thoughtfulness, for both employers and job seekers.