💻: E-commerce Senior Customer Service Manager
📍: Uxbridge UB8 2AD, UK
🕓 Full-time · Permanent · In-house role (Hybrid 2 days WFH)
£ : DOE £40-45K
Join one of the UK’s fastest-growing consumer goods companies.
At Keplin Group Limited, we supply a wide range of high-quality home, lifestyle, and personal products to major UK retailers, supermarkets, and online marketplaces.
We’re looking for an experienced Ecommerce Customer Service Manager to lead our online customer experience and support team — making sure every customer interaction reflects our commitment to quality, trust, and satisfaction.
🔍 About the Role
You’ll take ownership of our ecommerce customer service function — overseeing daily operations across our website, Amazon, and retail partners.
You’ll lead a small but dynamic team, set service standards, and work cross-functionally to improve fulfilment, returns, and overall customer satisfaction.
This is a hands-on, fast-paced role for someone with strong leadership skills, a strategic mindset, and a passion for delivering an exceptional customer experience.
You’ll thrive here if you enjoy a busy, high-volume environment where priorities shift quickly and every day brings new challenges and opportunities.
📈 Reports to: CEO and Head of Operations
👥 Team: Customer Support Executives / Coordinators
⚙️ What You’ll Do
* Lead and develop the customer service team to deliver an exceptional online experience.
* Manage enquiries, returns, and complaints across all ecommerce platforms.
* Work closely with logistics and operations to resolve fulfilment issues quickly.
* Analyse data and feedback to drive continuous improvement.
* Ensure compliance and SLAs are met across Amazon, eBay, and other marketplaces.
👤 What You’ll Bring
* 5–7 years’ experience in customer service management within FMCG or ecommerce.
* Strong background managing multi-channel support (email, chat, social, marketplaces).
* Proven leadership and coaching skills, with a focus on continuous improvement.
* Proficiency with customer service tools (e.g. eDesk).
* Analytical, proactive, and solutions-focused mindset.
💼 What We Offer
* Competitive salary dependant on experience.
* Benefits - Free onsite parking, Pension scheme, Hybrid working 2 days WFH, healthy snacks provided to staff for free everyday!!
* Opportunity to shape and grow the customer service function within a thriving FMCG business.
* A collaborative, supportive team culture that celebrates progress and initiative.
📩 Ready to join Keplin Group?
If you’re passionate about ecommerce and creating outstanding customer experiences, we’d love to hear from you.
Apply today and help shape the future of customer service at Keplin Group.