Customer Services Manager

Customer Services Manager

Reigate Full-time Office-based Monday-Friday, 8:45am-5:00pm

We are seeking an experienced and hands-on Customer Services Manager to lead a busy customer fulfilment and support function. This is a varied role combining team leadership, operational oversight, and customer engagement within a product-based environment.

The Role

You will take ownership of the end-to-end customer journey, ensuring smooth order processing, fulfilment, and aftercare, while driving continuous improvement across processes and systems.

Key Responsibilities

Customer Fulfilment & Operations

• Manage order processing, invoicing, and packing in line with credit controls
• Coordinate shipping, logistics, and international courier arrangements
• Oversee returns, warranties, and product fulfilment processes
• Identify and implement process improvements to enhance efficiency

Team Management

• Lead, mentor, and develop a team of 4
• Upskill team members and monitor performance standards
• Conduct regular reviews and support continuous development

Customer & Technical Support

• Respond to customer queries, including basic technical enquiries
• Manage ticketing systems and ensure KPIs are met
• Escalate complex product or legal issues where required
• Support product testing, demonstrations, and documentation

Warehouse & Office Support

• Assist with stock control, booking in/out goods, and stocktaking
• Support warehouse operations including deliveries and dispatch
• Oversee office facilities (e.g. photocopiers, franking machines)

Skills & Experience Required

• Previous experience in a customer service management role within a product-based environment
• Strong leadership skills with the ability to motivate and develop a team
• Excellent customer service skills with a professional and empathetic approach
• Confident handling customer queries over the phone
• Experience using CRM systems (Zoho Books highly desirable)
• Proficient in Microsoft Office (including basic Excel)
• Highly organised with strong attention to detail and the ability to multitask

About You

You are a proactive, hands-on leader who enjoys working in a fast-paced environment. You take pride in delivering excellent customer service and are comfortable balancing operational tasks with team management responsibilities.