Customer Service Manager
Salary: £35,000–£45,000
We are recruiting an experienced Customer Service Manager to join a well-established and growing business based in Newark. This role is ideal for a hands-on leader with a strong background in product-based customer service, who enjoys developing teams, improving processes, and delivering an excellent customer experience.
The Role:
Ensure customer service processes run smoothly and are consistently followed across the team
Oversee day-to-day customer enquiries relating to products, including orders, deliveries, returns, and issues
Lead, manage, and support a small customer service team, setting clear expectations and conducting regular performance check-ins
Handle escalated and complex customer enquiries, ensuring timely and effective resolution
Work closely with internal departments such as sales, logistics, and operations to resolve customer issues efficiently
Review, develop, and improve customer service processes to support business growth
Create and maintain clear guidelines for handling enquiries, complaints, returns, and delivery-related issues
Monitor response times, customer feedback, and service metrics to identify and implement improvements The Candidate:
Proven experience as a Customer Service Manager within a product-based business (e.g. manufacturing, distribution, retail, or e-commerce), not a service-led environment
A university degree is desirable.
Strong people-management skills with the ability to motivate, coach, and develop a team
Excellent communication skills, both written and verbal
Strong IT skills and confidence using CRM and customer service systems
A proactive, organised approach with a focus on continuous improvement INDX