Overview
This is not a typical customer service role — you’ll be responsible for building and improving a key function within a growing business.
Funky Chunky Furniture is a growing UK furniture manufacturer and eCommerce brand, focused on high-quality craftsmanship and a strong customer experience. We’re building a more structured, scalable business — and customer experience is central to that.
The Role
We’re looking for a Customer Experience & Service Manager to take full ownership of our customer service function.
This is not just about answering queries — it’s about building a high-performing team, improving systems, and making customer experience a real strength of the business.
You’ll work closely with operations, production, and leadership to improve how we communicate, deliver, and support our customers.
What You’ll Be Responsible For
* Lead, manage, and develop a small customer service team
* Ensure strong performance, accountability, and coverage
* Train and support team members to deliver excellent service
Customer Experience Ownership
* Own all customer communication across email, phone, chat, and social
* Ensure fast, clear, and effective resolution of issues
* Handle escalated and complex cases
Performance & Improvement
* Track and improve KPIs (response time, resolution time, customer satisfaction)
* Use data to identify issues and drive improvements
* Reduce repeat problems by fixing root causes
Systems & AI
* Own and improve CRM processes and workflows
* Manage chatbot/AI tools and continuously improve performance
* Ensure systems support efficiency and scalability
Customer Insight
* Analyse reviews, complaints, and feedback
* Identify trends and recurring issues
* Feed insight into production, dispatch, and marketing
Cross-Team Working
* Work closely with production and dispatch to solve issues at source
* Help create a smooth end-to-end customer journey
What We’re Looking For
* Experience managing or leading a customer service team
* Strong organisational and leadership skills
* Comfortable using CRM systems and performance data
* Someone who improves systems — not just manages workload
* Clear communicator across teams
Additional experience that would be beneficial
* Experience in eCommerce or manufacturing
* Experience with AI/chatbots or automation
* Experience improving or scaling a customer service function
What We Offer
* Full-time role (40 hours per week, with flexibility to agree reduced hours if required – pro rata salary and holidays)
* Working hours typically 8:00am – 4:30pm, Monday to Friday
* 28 days holiday (including bank holidays), with additional holiday awarded for length of service
* Flexible working options, including up to 20% working from home after initial training period
* Genuine ownership of your role, with autonomy to improve systems and processes
* Opportunity to grow and develop the role as the business scales
* Exposure to systems, AI, and continuous improvement across the business
* Join a stable, growing business with a strong focus on quality and customer experience
Who This Role Is For
* Someone who: Wants ownership, not just a job
* Enjoys improving systems and processes
* Takes responsibility for outcomes, not just tasks
* Is comfortable working across teams to solve problems
Who This Role Is Not For
* Someone looking for a purely reactive customer service role
* Someone who prefers strict structure with little change
* Someone who does not want accountability for performance
What Success Looks Like
* Faster response and resolution times
* Improved customer satisfaction and reviews
* Fewer repeat issues and complaints
* Clear insight into customer trends
* A customer service function that supports business growth
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