Customer Service Manager

Customer Service Manager

Would you like the opportunity to join an award-winning team in a fast-growing company, working in a fun and exciting industry?

My client is looking for for an experienced and motivated Customer Service Manager to lead our team of three Customer Service and Sales Support Administrators based in Newark, Nottinghamshire.

This role is key to supporting their commitment to delivering outstanding customer service to our clients around the world. We believe every interaction with our business should be a great experience, and we aim to be the easiest and best distributor to deal with.

As Customer Service Manager, your responsibilities will include:

• Designing, implementing, and continuously improving end-to-end customer service processes to drive efficiency and consistency across all channels.

• Building a scalable customer service framework that supports our growth in the UK, EU, US, and Middle East markets.
• Developing clear internal SOPs for handling enquiries, complaints, returns, and shipping issues to ensure consistency and professionalism across the team.
• Monitoring and analysing key customer service metrics (e.g., first response time, resolution time, customer satisfaction) to identify trends and drive performance improvements.
• Overseeing day-to-day customer interactions, ensuring timely, accurate, and professional responses aligned with company values.
• Taking a long-term view on resolving customer service issues - identifying root causes and implementing permanent solutions rather than temporary fixes.
• Leading and coaching the Customer Service team, setting clear objectives, conducting regular reviews, and fostering a culture of accountability and customer focus.
• Working closely with logistics and warehouse teams to proactively resolve order and delivery issues before they impact the customer.
• Creating and maintaining a team knowledge base or FAQ system to ensure consistent and efficient responses across the team.
• Acting as the key escalation point for complex or high-value customer issues, providing hands-on support where needed.
• Managing the returns and refunds process efficiently, ensuring it aligns with company policies and delivers customer satisfaction while controlling costs.
• Collaborating with sales, operations, and finance teams to ensure a seamless customer journey from order to invoice.
• Tracking and reporting on customer pain points and operational inefficiencies, and suggesting process or system improvements to the General Manager.
• Promoting a customer-first mindset across the business by sharing insights and feedback and supporting cross-departmental training where needed.
• Leading the team to consistently go above and beyond, ensuring every customer feels valued and supported.

What We're Looking For:

• Minimum 4 years of experiencein a Customer Service Management role.

• Strong communication, organisational, and leadership skills.
• A proactive, solution-focused mindset with the ability to work independently and get things done quickly.
• Experience working cross-functionally with logistics, sales, and operations teams.
• A positive, can-do attitude and the ability to thrive in a fast-paced environment.

Benefits:

• Casual dress

• Fun and inclusive company events
• On-site parking
• A supportive, friendly team culture in an exciting and growing industry

This is a fantastic opportunity for an experienced Customer Service Manager to grow with us and play a pivotal role in shaping the future of customer service in a rapidly expanding business.

Job Type: Full-time

Benefits:

• Company events

• Company pension
• Employee discount
• On-site parking

Schedule:

• Monday to Friday

Work Location: In person

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Macildowie are a recruitment business working on behalf of a client to recruit this role. Your personal data may be forwarded to that client company as part of the application process.

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Macildowie is a specialist recruitment consultancy with a rich history of enhancing the careers of professionals across the Midlands and the Northern Home Counties. We have an unrivalled understanding of the local market place and recruit for the majority of the region's premier employers. To search for all of our live jobs please visit us at macildowie.com.