Customer Service Manager

Job Title: Customer Service Manager

Location: Northfleet, Kent (Office-based)

Salary: £48,000 - £54,000 + annual bonus

Job Type: Permanent

Are you a driven and experienced Customer Service Manager looking to make an impact in a fast-paced, dynamic environment? We're seeking a proactive leader to oversee multiple customer service teams and ensure a high level of satisfaction across our client's operations.

About the Role:

As the Customer Service Manager, you will take full responsibility for managing the customer service function, leading multiple teams and team leaders to success. Your focus will be on setting clear performance metrics, providing hands-on coaching, and ensuring the seamless resolution of customer issues. You’ll be working in a high-energy, fast-moving environment where your leadership will make a direct impact on business success.

Key Responsibilities:

• Oversee and manage the customer service teams, driving performance and accountability.
• Establish KPIs, clear team goals, and daily objectives to ensure operational excellence.
• Provide ongoing training, coaching, and development to team members to support continuous improvement.
• Investigate customer complaints, identify root causes, and implement effective solutions to avoid recurrence.
• Conduct regular appraisals and performance reviews, fostering a culture of growth and achievement.

What We’re Looking For:

• Proven experience in a goods-based customer service role (candidates from service industries will not be considered).
• Strong management experience, with a track record of successfully leading customer service teams.
• Proficient in Microsoft Office (Outlook, Excel, Word).
• Target-driven and comfortable working in a fast-paced, high-pressure environment.
• Experience in setting KPIs and driving team performance.
• Advantageous but not essential: Knowledge of SAP, fluency in French, Spanish, or Portuguese.

Benefits:

• Competitive salary of £48,000 - £54,000, plus annual bonus.
• 25 days of holiday, plus bank holidays.
• Life insurance coverage.
• Excellent company pension scheme.
• A wide range of additional benefits and perks.

If you want to take your career to the next level and be part of a growing company where you’ll have the opportunity to make a real difference. Apply today!