Full job description Senior Customer Service Manager
Salary: £40,000 – £50,000 | Full-time | Permanent
Are you a driven customer service leader ready to step into a role where you can truly make your mark?
We’re partnering with a fast-growing, entrepreneurial business that is investing heavily in its people, processes, and service delivery. As part of this exciting growth phase, a brand-new leadership role has been created — giving you the opportunity to shape, influence, and elevate the entire customer experience function from day one.
This isn’t a "steady-state" role — it’s a chance to build, refine, and lead in a company that values ideas, innovation, and impact.
The Opportunity
You’ll take ownership of the full customer service operation, leading both a UK-based team and an offshore order processing function. With strong backing from senior leadership, your focus will be to bring structure, accountability, and continuous improvement to a busy, fast-paced environment.
You’ll have the autonomy to:
*Implement new processes and ways of working
*Drive performance and service excellence
*Improve cross-department collaboration
*Influence how customer service supports wider business growth
What You’ll Be Doing
*Leading and developing a high-performing customer service team
*Managing an offshore order processing function to ensure accuracy and efficiency
*Driving KPI performance including response times, SLAs, and customer satisfaction
*Handling escalations and resolving complex customer queries
*Working closely with Sales, Warehouse, and Purchasing to improve communication and workflow
*Identifying and implementing improvements to processes and systems
*Creating a structured, motivated, and accountable team culture
What We’re Looking For
*Proven experience managing customer service or operational teams
*A hands-on leader who thrives in a fast-moving environment
*Someone who enjoys improving processes and driving change
*Strong organisational and communication skills
*Experience managing or working with offshore teams (a bonus)
*A proactive, solutions-focused mindset with the ability to influence others
Why Apply?
*Newly created role — shape it and make it your own
*Join a growing, entrepreneurial business with real momentum
*High visibility with leadership — your ideas will be heard
*Opportunity to make a genuine impact on service and operations
*A collaborative environment where teams work closely together
*Clear scope for progression as the business continues to expand
What Success Looks Like
*A well-structured, high-performing customer service function
*Improved communication across departments
*Faster response times and stronger customer satisfaction
*Reduced errors and more efficient order processing
*A motivated, accountable, and engaged team
If you’re ready to step into a role where you can lead, influence, and grow alongside an ambitious business, we want to hear from you.
Apply now or contact Alex on for a confidential conversation.