Customer Service Manager

Job title:

Customer Service Manager

Location:

Aldershot

Hours:

Monday - Thursday 8.30am - 17.30pm and Friday 8.30am - 17.00pm

Salary: £40k

Perks:
Career progression with a growing company, retail discount vouchers, training enhancement

Our client

Our client is a well-established and growing business in Aldershot, known for delivering high-quality service to both corporate and private clients. With a strong reputation in their sector and a collaborative team culture, they are now seeking a proactive and experienced Customer Service Manager to oversee and develop their customer service team of 23. This is a fantastic opportunity for someone who thrives in a busy, client-driven environment and enjoys motivating people, streamlining processes, and leading with confidence.

The role

As Customer Service Manager, you will take full responsibility for managing a team of 23 customer service professionals. You'll be the key driver of team performance, service delivery, and customer satisfaction-playing a pivotal role in shaping the customer journey from start to finish. This is a hands-on leadership role ideal for someone who brings energy, structure, and a solutions-focused mindset to their team.

Key responsibilities

Lead, mentor, and supervise a team of 23 customer service advisors, ensuring performance targets and service standards are consistently met
Foster a supportive and collaborative team culture, encouraging continuous development and accountability
Handle escalated and complex customer queries, ensuring timely and professional resolution
Analyse team performance metrics, produce reports, and implement service improvements based on data and customer feedback
Oversee resource planning, rota management, and daily workload distribution across the team
Conduct regular 1:1s, training sessions, and performance reviews to drive growth and retention
Collaborate cross-functionally with departments such as operations, sales, and finance to streamline workflows and resolve customer issues
Champion the customer experience internally, acting as the voice of the customer and driving process improvements accordingly
Assist with recruitment, onboarding, and induction of new team members

Key requirements

Product or FMCG industry experience
Team management or supervisory experience
Excellent communication skills.
High level of organisational ability.
Adaptable in a fast moving, pressured and changing environment.

What's on offer?

Competitive salary of £40,000
Early Friday finish
The chance to lead a sizeable, motivated team in a business that values people and performance
Free on-site parking
A collaborative and down-to-earth working environment
Opportunities for career development in line with company growth
A leadership role where your input and management style will make a real difference