Customer Service Manager: Lead Team & Process Improvement

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

Benefits offered by this job

Onsite parking

Permanent, full-time position

Job summary

Lloyd Recruitment Services is partnering with an ecommerce business in Westerham to recruit a hands-on Customer Service Manager. You will lead the customer service team and take responsibility for general office administration, ensuring a high level of service and smooth day-to-day operations.

The ideal candidate will have proven people-management experience, strong communication skills and a proactive approach to process improvements.

Qualifications

• Previous experience in a Customer Service Manager or similar people-management role.
• Strong customer service background, ideally within a product led business.
• Excellent communication and relationship-building skills.
• Experience managing escalated complaints and resolving customer issues effectively.
• A proactive approach to reviewing processes and improving customer service standards.
• 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.
• Manage 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.

Job description

Lloyd Recruitment Services is partnering with an ecommerce business in Westerham to recruit a hands-on Customer Service Manager. You will lead the customer service team and take responsibility for general office administration, ensuring a high level of service and smooth day-to-day operations.

The ideal candidate will have proven people-management experience, strong communication skills and a proactive approach to process improvements.