Customer Service Manager
📍 Location: Aldershot
🕒 Hours: Monday - Thursday 8:30am - 5:30pm | Friday 8:30am - 5:00pm
💰 Salary: £40,000
🎁 Benefits: Career progression, retail discount vouchers, training & development
We are recruiting for an experienced Customer Service Manager to join a well-established and growing organisation based in Aldershot. This is an excellent opportunity for a customer service leader who enjoys managing teams, improving service delivery, and driving exceptional customer experience.
Our client has built a strong reputation for delivering high-quality service to both corporate and private customers, and they are now looking for a Customer Service Manager to lead and develop their team of 23 customer service advisors.
This role is ideal for someone with strong customer service management experience, excellent people leadership skills, and the ability to improve processes within a fast-paced environment.
The Role
As Customer Service Manager, you will be responsible for leading the customer service department, managing team performance, and ensuring the highest standards of customer support and service delivery.
You will play a key role in shaping the customer journey, improving operational efficiency, and ensuring the team consistently delivers excellent customer service.
This is a hands-on management role where you will coach and support the team while driving continuous improvement across the department.
Key Responsibilities
Lead, mentor and manage a team of 23 customer service advisors, ensuring service targets and KPIs are achieved
Drive high levels of customer satisfaction and customer experience across all interactions
Handle escalated customer complaints and complex service queries, ensuring quick and professional resolutions
Analyse customer service performance metrics, identify trends and implement improvements
Manage team scheduling, resource planning and workload allocation
Conduct 1-to-1 meetings, training sessions and performance reviews to support staff development
Work collaboratively with operations, sales and finance teams to improve customer service processes
Act as the voice of the customer internally, identifying opportunities to enhance the customer journey
Support recruitment, onboarding and training of new customer service team membersKey Requirements
Previous Customer Service Manager, Customer Experience Manager, or Customer Service Team Leader experience
Strong team leadership and people management skills
Experience within product-based, FMCG, manufacturing or distribution environments
Excellent communication and stakeholder management skills
Strong organisational and problem-solving abilities
Ability to work in a fast-paced customer-focused environmentWhat's On Offer?
Salary of £40,000
Early Friday finish
Opportunity to lead a large customer service team
Free on-site parking
Retail discount vouchers
Ongoing training and career development
Supportive and collaborative working culture
A leadership role where you can make a real impact on the customer experience