Customer Services Manager

FMCG Exec; Reading; On-site; GBP 40,000 - 52,000; Full time

Job summary

FMCG Exec in Reading is seeking an experienced Customer Services Manager to lead our UK team across B2C and B2B, delivering outstanding service in a fast-paced commercial environment.

You will drive continuous improvement, manage a 10-person in-house team, collaborate with Sales, Marketing, Operations and Product, and shape the function as brands scale.

Qualifications

• Proven experience managing customer service teams in fast-paced commercial environments.
• Strong people leadership and coaching skills.
• Experience improving customer service processes and operational efficiency.
• Excellent stakeholder management with cross-department influence.
• Customer-first mindset with commercial awareness.
• Ability to prioritise and stay calm in a changing environment.
• Experience using customer service systems and reporting to drive performance.

Responsibilities

• Lead and develop a team of 10 Customer Service professionals.
• Ensure an exceptional customer experience across both B2C and B2B channels.
• Manage a high-volume operation handling phone and email enquiries in-house.
• Drive continuous improvement across customer service processes and ways of working.
• Collaborate with Sales, Marketing, Operations and Product to implement new initiatives.
• Identify opportunities to improve communication, efficiency and customer satisfaction.
• Utilise customer service data and reporting to drive performance and support decision-making.
• Support integration of multiple brands into a single customer service function.

Skills

People leadership

Stakeholder management

Process improvement

Customer-centric mindset

Data & reporting

Brand integration

B2C & B2B experience

Tools

CRM software

Reporting tools

Job description

Are you an experienced Customer Services Manager who enjoys building high-performing teams, improving processes, and delivering outstanding customer experiences in a fast-paced commercial environment?

We're looking for a proactive and commercially minded Customer Services Manager to lead our UK Customer Services function across oursustainable brands.

This is far more than a traditional customer service role. You'll lead a busy in-house team supporting both consumer and commercial customers, balancing day-to-day operational excellence with continuous improvement in a business that's constantly evolving.

The Opportunity

Our Customer Services team supports a diverse customer base, from consumers looking for advice on choosing the right product through to commercial customers managing power garden and DIY equipment and ongoing warranty requirements.

As the business continues to grow and new products, services and brands are introduced, you'll play a key role in ensuring the customer experience remains seamless while driving improvements to processes, communication and service delivery.

What you'll be doing

• Leading and developing a team of 10 Customer Service professionals.
• Ensuring an exceptional customer experience across both B2C and B2B channels.
• Managing a high-volume operation handling phone and email enquiries entirely in-house.
• Driving continuous improvement across customer service processes and ways of working.
• Working closely with Sales, Marketing, Operations and Product teams to ensure new initiatives are successfully implemented.
• Identifying opportunities to improve communication, efficiency and customer satisfaction.
• Making full use of customer service data and reporting to drive performance and support decision-making.
• Supporting the continued integration of multiple brands and business units into a single customer service function.

About you

You'll be an experienced Customer Services Manager who enjoys leading from the front and creating a positive, high-performing team culture.

You'll bring:

• Proven experience managing customer service teams within a fast-paced commercial environment.
• Strong people leadership and coaching skills.
• Experience improving customer service processes and operational efficiency.
• Excellent stakeholder management skills with the confidence to influence across departments.
• A customer-first mindset combined with strong commercial awareness.
• The ability to prioritise effectively and remain calm in a constantly changing environment.
• Experience using customer service systems and reporting to drive performance.

Experience supporting both consumer and commercial customers, or working across multiple brands or product lines, would be highly advantageous.

This is an opportunity to join a growing international business where customer service is central to the customer journey and brand reputation. You'll have the autonomy to shape the function, improve processes, develop your team and make a visible impact across the wider business.

If you're looking for a leadership role where you can influence change, improve customer experiences and help drive the next phase of growth, we'd love to hear from you.