Customer Service Manager

Office Angels; Westerham; On-site; GBP 34,000 - 38,000; Full time

Benefits offered by this job

22 days annual leave + bank holidays

Private onsite parking

Shape how the office operates

Growing UK/European eCommerce business

Direct involvement with senior mgmt

Job summary

Office Angels client is seeking a Customer Service Manager in Biggin Hill, Kent for a permanent, office-based role. You will lead the UK customer service and office team and coordinate with colleagues in the Philippines and the Netherlands.

You will recruit, onboard and train staff, manage attendance and administration, and drive KPI-focused service improvements across operations.

Salary £34,000–£38,000 depending on experience; benefits include 22 days leave and onsite parking.

Qualifications

• Strong customer service experience and skills.
• Experience managing and developing a small team.
• Excellent organisational and time-management abilities; strong written and verbal communication.

Responsibilities

• Lead, support and develop the UK customer service and office team.
• Coordinate with outsourced colleagues in the Philippines and team in the Netherlands.
• Recruit, onboard and train staff; manage attendance and general administration.
• Establish office procedures and working practices; monitor KPIs and customer satisfaction.
• Drive process improvements, ensure compliance, health & safety, and use of tech to reduce manual work.

Skills

Customer service

Team management

Organisational skills

Time management

Communication

MS Office

Tools

Microsoft Office

Job description

Join Our Client's Team as a Customer Service Manager!

Location: Biggin Hill, Kent

Contract Type: Permanent - Fully office based

Salary: £34,000 - £38,000 (depending on experience)

Our client, a leading eCommerce retailer specialising in access equipment and home and garden products, is looking for a Strong Customer Service Manager to join their dynamic team!

Key Responsibilities

• Lead, support and develop the UK customer service and office team
• Coordinate with outsourced customer service colleagues in the Philippines and team members in the Netherlands
• Allocate workloads and monitor team performance & Conduct regular performance reviews and team meetings
• Recruit, onboard and train new office and customer service staff
• Manage staff attendance, holidays and general personnel administration
• Establish and maintain appropriate office procedures and working practices
• Ensure customer enquiries, complaints, returns and escalated issues are handled promptly and professionally
• Develop and monitor customer service standards and KPIs & Identify opportunities to improve efficiency and customer satisfaction
• Monitor and take responsibility for the company's customer reviews
• Oversee office operations, facilities, suppliers, contractors, budgets, ensuring efficient business support and accurate record management across the organisation
• Coordinate cross-functional teams while driving process improvements, compliance, health & safety adherence, and the use of technology and automation to streamline operations and reduce manual workloads

What We're Looking For

• Previous experience in an Customer Service Manager or Office Manger
• Strong Customer Service Experience and Skills
• Experience managing and developing a small team
• Strong organisational, time-management skills, excellent written and verbal communication skills & strong attention to detail
• A hands-on approach with staff and customers alike & a professional and confident approach to customer complaints and escalations
• Good working knowledge of Microsoft Office and other business systems
• A practical and commercially minded approach
• The confidence to make decisions and hold people accountable & the ability to work independently and use initiative
• Experience supporting HR administration would be advantageous

What They Offer

• 22 days of annual leave + bank holidays
• Private onsite parking
• The chance to shape how our established office operates
• A varied role within a growing UK and European eCommerce business
• Direct involvement with senior management and business operations

Your future starts here!

We are an equal opportunities employer who put expertise, energy, and enthusiasm into improving everyone's chance of being part of the workplace.

We respect and appreciate people of all ethnicities, generations, religious beliefs, sexual orientations, gender identities, abilities and more.

We do this by showcasing their talents, skills and unique experience in an inclusive environment that helps them thrive.

If you require reasonable adjustments at any stage, please let us know and we will be happy to support you.

We are an equal-opportunities employer who puts expertise, energy and enthusiasm into improving everyone's chance of being part of the workplace.

We respect and appreciate people of all ethnicities, generations, religious beliefs, sexual orientations, gender identities, abilities and more.

By showcasing talents, skills and unique experiences in an inclusive environment, we help individuals thrive.

If you require reasonable adjustments at any stage, please let us know and we will be happy to support you.

Office Angels acts as an employment agency for permanent recruitment and an employment business for the supply of temporary workers.

Office Angels UK is an Equal Opportunities Employer.

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