Customer Experience & Service Manager
Location: North East England (on-site)
Salary: £35,000 – £40,000
Full-time | Permanent
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This is not a typical customer service role — you’ll be responsible for building and improving a key function within a growing business.
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About Us
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.
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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.
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What You’ll Be Responsible For
Team Leadership
•Lead, manage, and develop a small customer service team
•Ensure strong performance, accountability, and coverage
•Train and support team members to deliver excellent service
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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
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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
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Systems & AI
•Own and improve CRM processes and workflows
•Manage chatbot/AI tools and continuously improve performance
•Ensure systems support efficiency and scalability
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Customer Insight
•Analyse reviews, complaints, and feedback
•Identify trends and recurring issues
•Feed insight into production, dispatch, and marketing
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Cross-Team Working
•Work closely with production and dispatch to solve issues at source
•Improve communication between departments
•Help create a smooth end-to-end customer journey
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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
•A proactive, solution-focused mindset
•Someone who improves systems — not just manages workload
•Clear communicator across teams
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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
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What We Offer
•Competitive salary (£35,000 – £40,000)
•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
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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
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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
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What Success Looks Like
•Faster response and resolution times
•Improved customer satisfaction and reviews
•Fewer repeat issues and complaints
•A well-structured, high-performing team
•Clear insight into customer trends
•A customer service function that supports business growth