Ecommerce Customer Service Manager

Keplin Group Limited; Uxbridge; Hybrid; GBP 60,000 - 80,000; Full time

Job summary

A leading consumer goods company in the UK is seeking an E-commerce Customer Service Manager to oversee their online customer service operations. The successful candidate will lead a dynamic team, manage multi-channel support, and ensure exceptional customer satisfaction. This role requires 5–7 years of customer service management experience, strong leadership skills, and proficiency with service tools like eDesk. A hybrid working model is offered.

Benefits

Competitive salary (DOE)

Hybrid working model

Opportunity for career growth

Supportive team culture

Qualifications

• 5–7 years’ experience in customer service management within FMCG or ecommerce.
• Strong background in managing multi-channel support.
• Proven leadership and coaching skills.

Responsibilities

• Lead and develop the customer service team to deliver an exceptional online experience.
• Manage enquiries, returns, and complaints across all ecommerce platforms.
• Work closely with logistics and operations to resolve fulfilment issues.

Skills

Customer service management

Multi-channel support management

Leadership and coaching

Analytical mindset

Customer service tools proficiency

Tools

eDesk

Job description

💻 E-commerce Customer Service Manager

📍 Uxbridge, UK (Hybrid) | 🕓 Full-time · Permanent · In-house role

Join one of the UK’s fastest-growing consumer goods companies.

At Keplin Group Limited, we supply a wide range of high-quality home, lifestyle, and personal products to major UK retailers, supermarkets, and online marketplaces.

We’re looking for an experienced Ecommerce Customer Service Manager to lead our online customer experience and support team — making sure every customer interaction reflects our commitment to quality, trust, and satisfaction.

🔍 About the Role

You’ll take ownership of our ecommerce customer service function — overseeing daily operations across our website, Amazon, and retail partners.

You’ll lead a small but dynamic team, set service standards, and work cross-functionally to improve fulfilment, returns, and overall customer satisfaction.

This is a hands‑on, fast‑paced role for someone with strong leadership skills, a strategic mindset, and a passion for delivering an exceptional customer experience.

You’ll thrive here if you enjoy a busy, high‑volume environment where priorities shift quickly and every day brings new challenges and opportunities.

📈 Reports to: CEO and Head of Operations

👥 Team: Customer Support Executives / Coordinators

⚙️ What You’ll Do

• Lead and develop the customer service team to deliver an exceptional online experience.
• Manage enquiries, returns, and complaints across all ecommerce platforms.
• Work closely with logistics and operations to resolve fulfilment issues quickly.
• Analyse data and feedback to drive continuous improvement.
• Ensure compliance and SLAs are met across Amazon, eBay, and other marketplaces.

👤 What You’ll Bring

• 5–7 years’ experience in customer service management within FMCG or ecommerce.
• Strong background managing multi-channel support (email, chat, social, marketplaces).
• Proven leadership and coaching skills, with a focus on continuous improvement.
• Proficiency with customer service tools (e.g. eDesk).
• Analytical, proactive, and solutions‑focused mindset.

💼 What We Offer

• Competitive salary (DOE).
• Hybrid working model (office + remote flexibility).
• Opportunity to shape and grow the customer service function within a thriving FMCG business.
• A collaborative, supportive team culture that celebrates progress and initiative.

📩 Ready to join Keplin Group?

If you’re passionate about ecommerce and creating outstanding customer experiences, we’d love to hear from you.

Apply today and help shape the future of customer service at Keplin Group.