Customer Service Manager
3 days ago
Aldershot
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