Customer Service Manager – B2B Drinks Platform – London – Up to £50,000 plus package
This is a rare chance to join an ambitious B2B drinks-industry startup at the very beginning—giving you the opportunity to fast-track your career, shape your role, and grow as they disrupt the UK drinks trade with an innovative, profit-boosting platform.
We are looking for a Customer Service Manager to lead a London based team to drive commercial success of the business. The Customer Service Manager will be responsible for delivery day-to-day service operations, providing support to suppliers and buyers, drive overall satisfaction and manage the platform functionality at head office level.
This role will be 5 days per week in the West London office.
What this business offers:
1. A competitive salary and performance-based bonuses.
2. Opportunities for professional development and career growth.
3. The chance to work with globally recognized brands in an exciting and dynamic industry.
4. A collaborative and supportive work culture.
Customer Service Manager responsibilities include:
5. Lead, coach and develop the Customer Service team, ensuring high performance, accountability and engagement.
6. Own the customer service strategy, setting clear standards, processes and service levels that align with business goals.
7. Oversee buyer and customer onboarding, ensuring a seamless, professional and efficient experience for all new partners.
8. Manage customer service operations, resolving escalations and ensuring timely, accurate support for all B2B customers.
9. Monitor key metrics and data, including service levels, response times, customer satisfaction and process performance.
10. Gather customer insights and feedback, using this information to improve processes, products, and overall customer experience.
11. Drive continuous improvement, identifying opportunities to streamline workflows, reduce friction, and enhance support tools.
12. Collaborate cross-functionally with commercial, operations, supply chain and marketing teams to ensure alignment and service excellence.
The Ideal Customer service Manager candidate:
13. Proven experience in a customer service leadership role, ideally in FMCG, drinks, hospitality or B2B environments.
14. Strong people manager with a track record of building, coaching and motivating high-performing teams.
15. Excellent communicator with the ability to influence, problem-solve and collaborate cross-functionally.
16. Data-driven mindset with experience using metrics to improve performance.
17. Passionate about delivering exceptional customer experiences and creating efficient, scalable processes.
18. Highly organised, proactive and comfortable working in a fast-moving growth business.