Customer Service & Operations 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 & Operations Manager to join a well-established and growing organisation based in Aldershot.
This is a key leadership role responsible for managing and developing a team of 20+ customer service advisors, while driving operational efficiency and delivering a consistently high standard of customer service.
This opportunity is ideal for someone who has proven people management experience within a fast-paced SME environment, and who enjoys leading from the front, improving processes, and building high-performing teams.
The Role
As Customer Service & Operations Manager, you will take full ownership of the customer service function, ensuring service levels are maintained while continuously improving team performance, processes, and overall customer experience.
This is a hands-on management role, requiring strong leadership, organisation, and the ability to manage both people and operations effectively.
Key Responsibilities
* Lead, manage and develop a team of 20+ customer service advisors
* Drive team performance against KPIs, service levels and customer satisfaction targets
* Conduct regular 1-to-1s, performance reviews and coaching sessions
* Manage team scheduling, workload planning and resource allocation
* Handle escalated customer queries and complaints professionally
* Analyse performance data to identify trends and implement improvements
* Improve processes across customer service and wider operations
* Work closely with internal teams including operations, sales and finance
* Support recruitment, onboarding and training of new team members
* Create a positive, accountable and high-performing team culture
Key Requirements
* Proven experience managing customer service teams (ideally 10+ people)
* Strong people leadership skills, with experience coaching and developing teams
* Experience working within an SME or hands-on environment
* Background within product-based, FMCG, manufacturing or distribution sectors
* Strong operational mindset with the ability to improve processes and efficiency
* Confident managing KPIs, performance and service delivery
* Excellent communication and stakeholder management skills
* Highly organised with a proactive, solutions-focused approach
What’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