Customer Services Manager Salary: £32,000 - £35,000 per annum | Location: Oxford | Contract: Permanent, Full-Time Hours: 8:30am-5:00pm or 9:00am-5:30pm (Availability to work 1 weekend per month) Recruitment Pro, an award-winning recruitment agency are proud to be partnering with a leading online pharmacy provider to recruit a highly skilled and motivated Customer Services Manager. This is an excellent opportunity for an experienced people manager to lead a dynamic team in a fast-paced digital healthcare environment, ensuring compliance with industry regulations while delivering outstanding customer care. The Role As Customer Services Manager, you will be responsible for leading and developing the customer service function, ensuring every patient and customer receives an exceptional experience. You will oversee all communication channels, including phone, email, live chat, social media, and review platforms and play a key role in shaping the digital customer journey. Working closely with clinical, dispensing, and logistics teams, you will handle escalations, monitor service KPIs, and introduce new initiatives that enhance service delivery and operational excellence. Key Responsibilities * Lead, motivate, and develop a high-performing customer service team. * Oversee all customer interactions across digital platforms, ensuring professional, timely, and compliant responses. * Ensure adherence to GPhC, MHRA, CQC, GDPR, and other healthcare regulations. * Handle escalated and sensitive patient queries, collaborating with pharmacists when necessary. * Drive continuous improvement through KPI monitoring (CSAT, FRT, Trustpilot, etc.). * Maintain and update SOPs, training materials, and compliance processes. * Suggest and implement improvements to the digital customer journey (automation, self-service, FAQs). * Conduct audits of customer interactions to ensure quality and consistency. * Report regularly on team performance and service metrics to senior leadership. * Confidently use FreshDesk or similar platforms to manage tickets, track metrics, and optimise workflows. The Ideal Candidate * Proven experience managing a customer service team within a fast-paced or regulated environment. * Strong knowledge of customer service platforms (FreshDesk preferred). * Excellent communication and leadership skills with a hands-on approach. * Confident managing complaints, escalations, and sensitive customer queries. * Analytical mindset with experience tracking KPIs and implementing improvements. * Knowledge of healthcare, pharmacy, or e-commerce environments is highly desirable. Why Apply? This is a rare opportunity to step into a senior-level leadership role with a company making a real impact in the digital healthcare sector. You will have the chance to shape processes, lead a growing team, and work for an organisation that prioritises patient care and operational excellence. Recruitment Pro Ltd is operating as an Employment Business. Once you click to apply for this job your application will be immediately received by Recruitment Pro Ltd. If your application is successful, you will be contacted within 5 working days. If you do not hear from us after 5 working days you have not been successful on this occasion and unless otherwise advised, Recruitment Pro will keep your details on file to contact you regarding any future suitable opportunities