Customer Service Manager: Lead & Elevate E‑commerce Team

Lloyd Recruitment - East Grinstead; Hosey Hill; On-site; GBP 34,000 - 38,000; Full time

Benefits offered by this job

Onsite parking

22 days annual leave

Bank Holidays

Job summary

Lloyd Recruitment Services are partnering with a well-established ecommerce business in Westerham to recruit a Customer Service Manager. The role leads the customer service function and performs general office management duties in a hands-on capacity.

You will mentor the team, drive process improvements and ensure consistently high service levels while supporting day-to-day office operations in a full-time role.

Qualifications

• Proven experience in a Customer Service Manager or similar people-management role.
• Strong customer service background, ideally in a product led business.
• Excellent communication and relationship-building skills.
• Experience handling escalated complaints and resolving customer issues effectively.
• Proactive approach to reviewing processes and improving service levels.
• Good IT skills and confidence using customer service, office and business systems.

Responsibilities

• Oversee the day-to-day customer service function
• Lead, mentor and develop the customer service and office support team
• Allocate workloads and monitor team performance and KPIs
• Handle escalated enquiries, complaints and returns
• Monitor customer feedback and improve service levels
• Review and improve customer service processes
• Recruitment, onboarding and team training
• Run team meetings, one-to-ones and performance reviews
• Work with other departments to resolve customer issues
• Report on customer service performance to senior management
• Oversee general office administration

Skills

Team leadership

Customer service

Complaint resolution

Process improvement

Stakeholder communication

IT systems

Job description

Lloyd Recruitment Services are partnering with a well-established ecommerce business in Westerham to recruit a Customer Service Manager. The role leads the customer service function and performs general office management duties in a hands-on capacity.

You will mentor the team, drive process improvements and ensure consistently high service levels while supporting day-to-day office operations in a full-time role.