Customer Service Manager

£40,000 + Quarterly Bonus | Tonbridge | Office Based

Ready to lead a customer service team that genuinely values relationships over scripts?

This is not a call-centre environment.

This is a highly respected, growing product‑led business supplying premium B2B customers across the UK — and they’re looking for a hands‑on Customer Success Manager who can bring warmth, leadership and commercial awareness to a close‑knit team.

If you enjoy building relationships, improving customer journeys, leading people positively and getting involved in the detail when needed, this could be exactly the role you’ve been waiting for.

You’ll take ownership of a busy customer success function supporting a portfolio of prestigious customers.

Leading a small team, you’ll become the voice of customer service within the business — ensuring orders run smoothly, customers stay informed, relationships remain strong and the internal teams work collaboratively to deliver an exceptional experience.

This role would suit someone who enjoys balancing leadership with hands‑on involvement. One minute you’ll be supporting your team, the next you’ll be solving a stock issue, analysing customer feedback or identifying opportunities to improve service delivery.

You’ll also work closely with senior leadership and department heads, giving you genuine visibility and influence across the business.

• Leading and supporting a small customer success team
• Managing customer relationships and acting as a trusted point of contact
• Overseeing order processing, fulfilment and stock communication
• Supporting and improving ERP/order management processes
• Handling escalations professionally and proactively
  
  Working closely with sales, warehouse and procurement teams
• Identifying upselling and account growth opportunities
• Monitoring KPIs and customer feedback to improve service standards
• Coaching and developing team members through a supportive leadership style

• Experience with in Customer Success, Customer Service or Account Management
• Strong leadership skills with a collaborative, approachable style
• Experience working with ERP systems and order management processes
• Excellent communication and problem‑solving abilities
• A commercial mindset alongside a passion for customer experience
• The confidence to be both strategic and hands‑on

Experience with in wholesale, retail, distribution or product‑based environments would be highly advantageous.

This business has built a fantastic reputation not only for its products, but for its culture.

You’ll be joining a friendly, down‑to‑earth team environment where people are genuinely valued, ideas are welcomed and success is shared.

• Regular bonuses
• Birthday off
• Enhanced holiday entitlement with service
• Employee Assistance Programme
• Staff discounts
• Regular social events and team activities
• Free onsite parking
• Smart casual environment
• Supportive onboarding and training programme
• Long‑term career progression opportunities

Most importantly, you’ll join a business with a genuine family feel — one that believes in transparency, inclusion and creating an enjoyable place to work.