E-commerce Customer Service Manager. LilyLifestyle

Customer Service Manager (E-commerce)

Our client based in Nottingham is currently looking for an experienced and proactive Customer Service Manager to join our growing business. This is an excellent opportunity for someone with a strong e-commerce background who enjoys leading a small team, improving customer experience, and contributing to business growth.

The successful candidate will oversee a team of 2-3 customer service staff and play a key role in ensuring customers receive an outstanding service from enquiry through to delivery.

• Managing and supporting a small customer service team
• Handling customer queries and complaints professionally and efficiently
• Managing order tracking and delivery communications
• Creating bespoke customer quotations
• Working closely with internal departments to improve customer experience
• Identifying opportunities to improve processes and help increase sales
• Maintaining high service standards across all customer touchpoints

• Previous experience within an e-commerce customer service environment is essential
• Experience managing or supervising a team
• Strong communication and problem‑solving skills
• Proactive, organised, and able to work independently
• Commercially minded with a genuine interest in helping the business grow
• Positive attitude and willingness to go beyond simply ticking a box
• Experience with AI tools or systems would be beneficial, but is not essential

Candidates with experience from fast‑paced retail or e-commerce businesses will be particularly well suited to this role.

This position is fully office based.

• 25 days holiday
• Career development and training opportunities