Job Description
Assistant Customer Service Manager
Location: Aldershot, Hampshire
Salary: £36,000 (depending on experience)
Hours: Monday – Thursday: 08:30 – 17:30 | Friday: 08:30 – 17:00 (Office-based)
Overview
We are currently recruiting for an Assistant Customer Service Manager to join a growing and dynamic business based in Aldershot.
This is a varied and hands-on role, supporting the Customer Service Manager in overseeing day-to-day operations, developing the team, and ensuring a consistently high level of service is delivered to customers.
This opportunity would suit someone with strong customer service experience who is looking to step into a more senior, supervisory role within a fast-paced environment.
The Role
Working closely with the Customer Service Manager, you will support the team across training, operations and account management, while also acting as a point of escalation for customer queries.
Key responsibilities Include:
Training & Development
* Creating clear and user-friendly training documentation across the department
* Producing product briefing materials for the Customer Service team
* Supporting induction and training of new starters
* Delivering training sessions and refreshers to upskill the team
* Mentoring and supporting Account Managers and Assistant Account Managers
Team & Attendance Management
* Managing holiday requests via the internal HR system
* Supporting return-to-work interviews and attendance processes
* Covering the Customer Service Manager during absence or meetings
* Leading team huddles and handling escalated issues
Operational Support
* Monitoring bespoke and Far East orders and liaising with Purchasing teams
* Supporting production queries and order adjustments
* Assisting with the resolution of customer complaints
Order Administration (Quote to Delivery)
* Issuing quotations and handling customer enquiries
* Raising and processing orders on internal systems
* Sending order confirmations and progressing orders through to delivery
* Maintaining clear communication with internal stakeholders throughout
Candidate Requirements
Essential:
* Previous experience within customer service (ideally with some supervisory or mentoring responsibility)
* Strong training and presentation skills
* Excellent communication skills with high attention to detail
* Good IT skills, including Microsoft Excel
* Strong organisational and time management skills
* Ability to manage multiple tasks in a fast-paced environment
* Confident problem solver with the ability to handle escalations professionally
* A collaborative approach with the ability to support and develop others
Desirable (not essential):
* Experience within print, production or promotional products
* Knowledge of Far East sourcing or bespoke order processes
* Basic understanding of HR processes
What’s on offer?
* Salary up to £36,000 (depending on experience)
* Full training provided
* Pension scheme
* On-site parking
* Referral bonus scheme
* Years of service benefits
* Supportive and collaborative working environment