Job Description
Customer Service Manager
Salary: £35,000–£45,000
We are recruiting an experienced Customer Service Manager to join a well-established and growing business based in Newark. This role is ideal for a hands-on leader with a strong background in product-based customer service, who enjoys developing teams, improving processes, and delivering an excellent customer experience.
The Role:
1. Ensure customer service processes run smoothly and are consistently followed across the team
2. Oversee day-to-day customer enquiries relating to products, including orders, deliveries, returns, and issues
3. Lead, manage, and support a small customer service team, setting clear expectations and conducting regular performance check-ins
4. Handle escalated and complex customer enquiries, ensuring timely and effective resolution
5. Work closely with internal departments such as sales, logistics, and operations to resolve customer issues efficiently
6. Review, develop, and improve customer service processes to support business growth
7. Create and maintain clear guidelines for handling enquiries, complaints, returns, and delivery-related issues
8. Monitor response times, customer feedback, and service metrics to identify and implement improvements
The Candidate:
9. Proven experience as a Customer Service Manager within a product-based business (e.g. manufacturing, distribution, retail, or e-commerce), not a service-led environment
10. Strong people-management skills with the ability to motivate, coach, and develop a team
11. Excellent communication skills, both written and verbal
12. Strong IT skills and confidence using CRM and customer service systems
13. A proactive, organised approach with a focus on continuous improvement
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