Customer Service Manager

Elevation Recruitment Group; Wetherby; On-site; GBP 40,000 - 52,000; Full time

Job summary

Elevation Recruitment Group is seeking a Customer Service Manager for a growing online retail business. This hands-on leadership role will manage a small team, oversee complex customer complaints and help improve the overall customer experience.

You will work closely with Operations and other departments to ensure service excellence, monitor KPIs, and identify opportunities to enhance processes, performance and customer satisfaction across the business.

Qualifications

• Experience managing a customer service team.
• Strong knowledge of consumer rights legislation.
• Experience handling complex customer complaints.
• Excellent communication and cross-department collaboration.

Responsibilities

• Lead, coach and develop a small customer service team with regular meetings.
• Manage escalated customer complaints and resolutions compliant with consumer rights.
• Monitor KPIs and produce weekly/monthly management reports.
• Analyze feedback and trends to drive service improvements.
• Collaborate with warehouse, logistics and other departments to resolve issues.
• Plan workloads, rotas, holidays and absence to maintain service levels.
• Support onboarding and development during busy trading periods.
• Lead team meetings and communicate priorities to colleagues.
• Identify opportunities to improve service processes and customer experience.

Skills

Team leadership

KPI tracking

Data-driven decisions

Stakeholder collaboration

Job description

Elevation Recruitment Group is recruiting a Customer Service Manager for a growing online retail business. This is a hands-on leadership role where you will manage a small customer service team, oversee complex customer complaints and help improve the overall customer experience.

Working closely with the Operations team and wider business, you will ensure the team delivers excellent service while identifying opportunities to improve processes, performance and customer satisfaction.

Key Responsibilities

• Lead, coach and develop a small customer service team, providing regular one-to-ones, training and ongoing support.
• Manage escalated customer complaints, ensuring fair and effective resolutions in line with consumer rights legislation.
• Monitor team performance, track KPIs and produce weekly and monthly management reports.
• Analyse customer feedback, online reviews and recurring issues to identify trends and recommend improvements.
• Work closely with warehouse, logistics, fulfilment and other departments to resolve customer queries and operational issues.
• Manage team workloads, rotas, holidays and absence to maintain service levels.
• Support the training and development of new team members, particularly during busy trading periods.
• Lead team meetings and keep colleagues informed of key updates and priorities.
• Identify opportunities to improve customer service processes, team efficiency and the overall customer experience.

About You

• Proven experience managing or leading a customer service team.
• Strong knowledge of consumer rights legislation and experience handling complex customer complaints.
• Confident producing reports, monitoring KPIs and using data to drive improvements.
• Excellent communication skills and the ability to work collaboratively across departments.
• Organised, resilient and calm under pressure, with a proactive approach to problem-solving.
• A hands-on management style and a genuine passion for delivering excellent customer service.

Experience within e-commerce, FMCG, retail, distribution or a supply chain environment would be advantageous.

The Opportunity

This is an excellent opportunity for an experienced Customer Service Manager or established Team Leader looking to take ownership of a small team and make a real difference to customer experience and business performance.