Customer Service Manager | Premium F&B Brand | London / Hybrid

Harmonic is delighted to be partnering with a premium food and beverage brand with a strong reputation for quality and an established presence across several sales channels, both in the UK and internationally. The business has built a loyal customer base and continues to see growing demand across its markets.

The business serves a wide range of customers across trade and direct-to-consumer channels, and customer service plays an important part in how the brand is experienced. The team is lean, collaborative and hands-on, with people given real ownership.

The Role

The business is looking for a Customer Service Manager to lead its customer service team and make the function work better. You will manage two experienced, long-tenured Customer Service Executives who are relatively self-sufficient, so the focus is less on day-to-day supervision and more on leading the function and raising the standard of how it operates.

The key priority is moving the team from manual ways of working to more automated and systemised ones. This is not a systems specialist role, but you will need to look at how things are done today, identify improvements and see them through to implementation, working closely with the leadership team to co-design what better looks like. The role is deliberately focused purely on customer service management, giving you the space to do this properly.

Key Duties

• Lead and manage a team of two experienced Customer Service Executives, setting clear standards and supporting their development
• Own the day-to-day running of customer service, making sure customers receive a consistently high standard of service
• Review current processes and identify where manual work can be automated or systemised
• Implement improvements to tools, workflows and processes, co-designing with the leadership team how the function should run
• Build resilience into the team, including holiday cover, so service levels hold when people are away
• Track and report on customer service performance, using the data to drive improvements
• Act as the escalation point for complex customer issues
• Work with operations and the wider business to resolve recurring issues at source

What the Client Would Like to See (Essential)

• Experience managing a customer service or customer experience team
• A track record of improving processes and moving a team from manual to more automated ways of working
• The ability to identify improvements and implement them, with a practical, hands-on approach
• Exposure to how customer service is run in more than one business, bringing an outside view of what good looks like
• Confidence working with senior stakeholders to shape how a function operates
• Strong communication and people leadership skills, with the ability to manage experienced team members well

What We Would Like to See (Bonus)

• D2C or consumer brand experience, although candidates from tech and other sectors with strong transferable skills are equally welcome
• Experience with CRM, helpdesk or automation tools
• Experience in an SME or growing business

Location:

London, hybrid working (3 days in office)

At Harmonic, we are dedicated to fostering an inclusive and equitable workplace. We actively welcome applications from individuals of all backgrounds and assure you that every candidate will be thoughtfully considered for the roles we represent, without regard to race, religion, gender expression, disability, or sexual orientation.

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