Hybrid CS Leader — Scale & Impact

Sudale Search & Select; Twickenham; Hybrid; GBP 40,000 - 50,000; Full time

Job summary

Holly & Co in Twickenham is seeking a standout Customer Service Manager to lead the team, scale the operation, and drive best-in-class service during peak trading and beyond.

Reporting to the MD, you will own strategy, platform, and people, recruit and train seasonal staff, maintain a 24-hour first-reply SLA, and work with Dixa to optimise routing, automation, and CSAT across email and live chat.

Qualifications

• Experience leading customer service in ecommerce/marketplace environments.
• Ability to hire, onboard and train seasonal staff for peak trading periods.
• A track record of setting KPIs, coaching teams, and driving CSAT improvements.

Responsibilities

• Own CS strategy, platform, and people; shape long-term growth plan.
• Recruit, onboard and train seasonal staff to scale for peak periods.
• Maintain 24-hour first-reply SLA and high resolution rates across channels.

Skills

E-commerce leadership

Dixa experience

People management

Data-driven problem solving

Tools

Dixa

Zendesk

Gorgias

Job description

Holly & Co in Twickenham is seeking a standout Customer Service Manager to lead the team, scale the operation, and drive best-in-class service during peak trading and beyond.

Reporting to the MD, you will own strategy, platform, and people, recruit and train seasonal staff, maintain a 24-hour first-reply SLA, and work with Dixa to optimise routing, automation, and CSAT across email and live chat.