Customer Service/Experience Manager - Transformation Focused

Description

We're working with a fast-growing B2C healthcare retailer to hire a Customer Service/Experience Manager at a key stage of their journey. This is a transformation role, focused on evolving a reactive support function into a proactive, efficient, and tech-enabled customer success operation.

You'll take ownership of the end-to-end customer experience while leading a team of 6 remote support agents. Alongside managing escalations, your focus will be on improving how the function operates; introducing better processes, optimising tools like Zendesk, and implementing automation and AI to reduce manual workload and improve customer engagement. The goal is to build a function that not only supports customers but actively drives retention, efficiency, and growth.

This role sits at the centre of the business, working closely with operations, logistics, and product teams to ensure a seamless customer journey. You'll act as the voice of the customer internally, using data and insight to identify trends, improve service delivery, and influence decision-making. The position is hybrid, with an expectation of four days a week in the office to begin with, with flexibility to move to three days over time.

We're looking for someone with experience in customer success or support who brings a strong operational mindset and is comfortable working in a high-volume environment. You should be confident in implementing new systems or processes and ideally have had exposure to automation or AI within a customer function. Backgrounds in B2C businesses, particularly retail or companies selling physical products at scale, are especially relevant, though we're open to broader experience. Any exposure to healthcare or regulated environments would be a bonus.

This opportunity would suit someone who is hands-on, pragmatic, and commercially aware-either a step-up candidate ready to take ownership or an experienced operator who enjoys building and improving functions in a scaling business.

If you're interested in shaping a customer success function and using technology to drive smarter, more efficient ways of working, we'd love to hear from you.

Zero Surplus is one of the UK's premier recruitment agencies, based just outside Cambridge our recruiters source staff for small and international businesses across the South of England.

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Ad ID: 5418218278