Lloyd Recruitment Services are delighted to be partnering with a well-established ecommerce business based in Westerham. They are seeking an experienced Customer Service Manager to lead their team, while also taking responsibility for a range of general office management and administrative duties.
This is an excellent opportunity for a hands‑on customer service professional who enjoys leading a team, improving processes and ensuring customers receive a consistently high level of service, while also playing a key role in the smooth day-to‑day running of the office.
Key Responsibilities of the Customer Service Manager
Oversee the day-to-day customer service function
Lead, mentor and develop the customer service and office support team
Allocate workloads and monitor team performance and KPIs
Handle escalated enquiries, complaints and returns
Monitor customer feedback and improve service levels
Review and improve customer service processes
Manage recruitment, onboarding and team training
Run team meetings, one-to-ones and performance reviews
Work with other departments to resolve customer issues
Report on customer service performance to senior management
Oversee general office administration
Essential Skills & Experience Required
Previous experience in a Customer Service Manager or similar people-management role
Strong customer service background, ideally within a product led business
Excellent communication and relationship-building skills
Experience managing escalated complaints and resolving customer issues effectively
A proactive approach to reviewing processes and improving customer service standards
Good IT skills and confidence using customer service, office and business systems
What's on Offer
Salary £34K - £38K DOE
Permanent, full-time position
22 days annual leave plus Bank Holidays
Onsite parking
Opportunity to take ownership of the customer service function within an exciting and varied e-commerce business
A broad role combining customer service leadership with general office management responsibilities
Lloyd Recruitment Services are acting as a recruitment agency in relation to this vacancy and are an equal opportunities employer
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