Customer Service & Operations Manager

Talantir; Aldershot; On-site; GBP 36,000 - 44,000; Full time

Benefits offered by this job

Career progression

Retail discount vouchers

Training & development

Free on-site parking

Job summary

Talantir in Aldershot is seeking an experienced Customer Service & Operations Manager to lead a 20+ person team and drive operational efficiency while delivering outstanding customer service.

The role is hands-on, requiring strong leadership, planning, and the ability to manage both people and operations in a fast-paced SME environment. Competitive salary and career development opportunities are offered.

Qualifications

• Experience managing customer service teams (ideally 10+ people).
• Experience working within an SME environment.
• Background in product-based, FMCG, manufacturing or distribution sectors.
• Strong operational mindset with ability to improve processes and efficiency.
• Confident in managing KPIs, performance and service delivery.
• Excellent communication and stakeholder management skills.
• Highly organised with a proactive, solutions-focused approach.

Responsibilities

• Lead, manage and develop a team of 20+ customer service advisors.
• Drive team performance against KPIs, service levels and customer satisfaction targets.
• Conduct regular 1-to-1s, performance reviews and coaching sessions.
• Manage team scheduling, workload planning and resource allocation.
• Handle escalated customer queries and complaints professionally.
• Analyse performance data to identify trends and implement improvements.
• Improve processes across customer service and wider operations.
• Work closely with internal teams including operations, sales and finance.
• Support recruitment, onboarding and training of new team members.
• Create a positive, accountable and high-performing team culture.

Skills

People leadership

KPI management

Communication

Organisation

Stakeholder management

Process improvement

SME experience

Job description

Customer Service & Operations Manager

Location: Aldershot

Hours: Monday – Thursday 8:30am – 5:30pm | Friday 8:30am – 5:00pm

Salary: £40,000

Benefits: Career progression, retail discount vouchers, training & developmentWe are recruiting for an experienced Customer Service & Operations Manager to join a well-established and growing organisation based in Aldershot.This is a key leadership role responsible for managing and developing a team of 20+ customer service advisors, while driving operational efficiency and delivering a consistently high standard of customer service.This opportunity is ideal for someone who has proven people management experience within a fast‑paced SME environment, and who enjoys leading from the front, improving processes, and building high-performing teams.

The Role As Customer Service & Operations Manager, you will take full ownership of the customer service function, ensuring service levels are maintained while continuously improving team performance, processes, and overall customer experience.This is a hands‑on management role, requiring strong leadership, organisation, and the ability to manage both people and operations effectively.

Key Responsibilities

• Lead, manage and develop a team of 20+ customer service advisors
• Drive team performance against KPIs, service levels and customer satisfaction targets
• Conduct regular 1-to-1s, performance reviews and coaching sessions
• Manage team scheduling, workload planning and resource allocation
• Handle escalated customer queries and complaints professionally
• Analyse performance data to identify trends and implement improvements
• Improve processes across customer service and wider operations
• Work closely with internal teams including operations, sales and finance
• Support recruitment, onboarding and training of new team members
• Create a positive, accountable and high-performing team culture

Key Requirements

• Proven experience managing customer service teams (ideally 10+ people)
• Strong people leadership skills, with experience coaching and developing teams
• Experience working within an SME or hands-on environment
• Background within product-based, FMCG, manufacturing or distribution sectors
• Strong operational mindset with the ability to improve processes and efficiency
• Confident managing KPIs, performance and service delivery
• Excellent communication and stakeholder management skills
• Highly organised with a proactive, solutions-focused approach

What’s On Offer?

• Salary of £40,000
• Early Friday finish
• Opportunity to lead a large customer service team
• Free on-site parking
• Retail discount vouchers
• Ongoing training and career development
• Supportive and collaborative working culture
• A leadership role where you can make a real impact on the customer experience