Customer Service Manager

Description

Job title: Customer Service Manager

Location: Aldershot

Hours: Monday – Thursday 8.30am - 17.30pm and Friday 8.30am – 17.00pm

Salary: £40k

Perks: Career progression with a growing company, retail discount vouchers, training enhancement

Our client

Our client is a well-established and growing business in Aldershot, known for delivering high-quality service to both corporate and private clients. With a strong reputation in their sector and a collaborative team culture, they are now seeking a proactive and experienced Customer Service Manager to oversee and develop their customer service team of 23. This is a fantastic opportunity for someone who thrives in a busy, client-driven environment and enjoys motivating people, streamlining processes, and leading with confidence.

The role

As Customer Service Manager, you will take full responsibility for managing a team of 23 customer service professionals. You’ll be the key driver of team performance, service delivery, and customer satisfaction—playing a pivotal role in shaping the customer journey from start to finish. This is a hands-on leadership role ideal for someone who brings energy, structure, and a solutions-focused mindset to their team.

Key responsibilities

* Lead, mentor, and supervise a team of 23 customer service advisors, ensuring performance targets and service standards are consistently met

* Foster a supportive and collaborative team culture, encouraging continuous development and accountability

* Handle escalated and complex customer queries, ensuring timely and professional resolution

* Analyse team performance metrics, produce reports, and implement service improvements based on data and customer feedback

* Oversee resource planning, rota management, and daily workload distribution across the team

* Conduct regular 1:1s, training sessions, and performance reviews to drive growth and retention

* Collaborate cross-functionally with departments such as operations, sales, and finance to streamline workflows and resolve customer issues

* Champion the customer experience internally, acting as the voice of the customer and driving process improvements accordingly

* Assist with recruitment, onboarding, and induction of new team members

Key requirements

* Product or FMCG industry experience

* Team management or supervisory experience

* Excellent communication skills.

* High level of organisational ability.

* Adaptable in a fast moving, pressured and changing environment.

What’s on offer?

* Competitive salary of £40,000

* Early Friday finish

* The chance to lead a sizeable, motivated team in a business that values people and performance

* Free on-site parking

* A collaborative and down-to-earth working environment

* Opportunities for career development in line with company growth

* A leadership role where your input and management style will make a real difference

Ad ID: 5416906308