Customer services manager

We are looking for a Customer Services Manager

Pay: Competitve salary

Location: Taunton, Somerset

Hours: Monday - Friday 9am-5pm

Permanent contract

JDR is recruiting for a Customer Services Manager to work within a warehouse environment in Taunton, Somerset.

The role: As a Customer Service Manager you will be working within a warehouse environment. The Customer Services Manager will own and elevate the brand's customer experience across all touch points. This role is responsible for delivering expert, timely, and empathetic support, resolving complex cases end-to-end, and ensuring every customer interaction reflects the brand's values and high standards. You will monitor and drive key service metrics, capture insights from customer feedback, and partner across teams to continuously improve processes and operational efficiency. The role combines hands-on problem-solving with strategic oversight, shaping the voice, tone, and standards of the customer service function as the brand scales. And your duties will be as followed:

• Personally respond to customer enquiries across email, live chat, social, over the phone and other service channels, delivering expert, thoughtful and timely support
• Listen to their customers, provide appropriate solutions and feedback within a reasonable time frame and communicate in a consistently professional, empathetic and brand-aligned tone of voice
• Act as the primary point of contact for complex or sensitive customer cases, owning resolution end to end
• Partner with warehouse picking teams to proactively address and fully resolve logistical and operational product issues within established timelines
• Continually look for ways to improve the customer experience and make recommendations to the wider team, creating service improvement strategies, efficiencies and procedures
• Develop a customer service dashboard identifying critical KPIs to help to drive customer satisfaction and deliver strategic insights to the Senior Management Team
• Develop deep product knowledge to confidently support customers with informed guidance and recommendations
• Monitor daily service performance, response times and customer sentiment, taking action to continuously improve and ensure KPIs are achieved
• Capture customer feedback and insights directly from conversations, sharing learnings with marketing, product and operations teams
• Define and develop our customer service processes, templates and tone of voice to support future scale
• Champion the customer internally, ensuring their voice influences business decisions as the brand grows, encouraging a customer first culture where their satisfaction is a top priority company wide

Core Objectives Are:

• Customer satisfaction (CSAT) and customer feedback quality
• First response time and resolution time across all customer channels
• Service consistency and quality as volumes scale
• Successful growth, engagement and performance of the customer services team over time

About you: As a Customer Services Manager you will have the following skills and experience:

• Ability to deliver hands-on customer service
• Experience in managing customer conversations across multiple channels in a fast-paced setting
• A proven track record of building customer service processes and functions from an early or growth stage
• Using real customer insight to improve products, communications and customer journeys
• Experience in working with operational teams on resolution of product and logistical order queries
• Team player
• Someone who can bring change and develop new processes to fit the business

The Benefits

• Excellent Pay
• 25 days holiday
• Birthday day off
• Employee Health & Wellbeing: Providing confidential support for mental, physical and emotional health, including dental, optical, physiotherapy and GP anytime
• Permanent contract
• Training given
• Free Parking
• Supportive and friendly environment

If interested apply today!

JDR is acting as an Employment Business in relation to this vacancy.