Customer Services Manager
Location: Somerset office based
We are working on behalf of a well-established, fast-growing quality consumer brand to appoint a Customer Services Manager.
This is a pivotal role within a brand that prides itself on delivering an exceptional, high-touch customer experience. The successful candidate will take ownership of the customer service function, ensuring consistent excellence across all touchpoints while driving performance, accountability, and continuous improvement.
The Opportunity
You will lead and elevate the customer service operation, setting clear standards, improving response quality and speed, and ensuring every customer interaction reflects a premium brand experience.
This role requires a hands-on leader who is comfortable stepping into detail, resolving complex issues, and implementing structure, processes, and performance management where needed.
Key Responsibilities
* Own and enhance the end-to-end customer experience across all service channels
* Personally handle and resolve complex or sensitive customer cases
* Monitor and drive KPIs including response times, resolution rates, and customer satisfaction
* Introduce structure, accountability, and best practice across customer service operations
* Work cross-functionally with operations and fulfilment teams to resolve order and product issues efficiently
* Analyse customer feedback to identify trends and implement improvements
* Define and implement scalable processes, templates, and service standards
* Champion a customer-first culture across the business
About You
* Proven experience in a customer service leadership role within a consumer, FMCG or premium brand environment
* Strong track record of improving service performance and implementing effective processes
* Comfortable managing underperformance and driving measurable improvement
* Hands-on, detail-oriented, and highly accountable
* Confident handling sensitive situations with professionalism and discretion
* Commercially aware, with the ability to balance customer experience and operational efficiency
Why This Role
This is an opportunity to join a growing brand at a key stage of its journey, where you will have genuine influence over how the customer experience function evolves. The role offers both strategic input and operational ownership, with visibility at senior level.