Customer Service Manager

📍 Location: Aldershot

🕒 Hours: Monday - Thursday 8:30am - 5:30pm | Friday 8:30am - 5:00pm

💰 Salary: £40,000

🎁 Benefits: Career progression, retail discount vouchers, training & development

We are recruiting for an experienced Customer Service Manager to join a well-established and growing organisation based in Aldershot. This is an excellent opportunity for a customer service leader who enjoys managing teams, improving service delivery, and driving exceptional customer experience.

Our client has built a strong reputation for delivering high-quality service to both corporate and private customers, and they are now looking for a Customer Service Manager to lead and develop their team of 23 customer service advisors.

This role is ideal for someone with strong customer service management experience, excellent people leadership skills, and the ability to improve processes within a fast-paced environment.

The Role

As Customer Service Manager, you will be responsible for leading the customer service department, managing team performance, and ensuring the highest standards of customer support and service delivery.

You will play a key role in shaping the customer journey, improving operational efficiency, and ensuring the team consistently delivers excellent customer service.

This is a hands-on management role where you will coach and support the team while driving continuous improvement across the department.

Key Responsibilities

• Lead, mentor and manage a team of 23 customer service advisors, ensuring service targets and KPIs are achieved
• Drive high levels of customer satisfaction and customer experience across all interactions
• Handle escalated customer complaints and complex service queries, ensuring quick and professional resolutions
• Analyse customer service performance metrics, identify trends and implement improvements
• Manage team scheduling, resource planning and workload allocation
• Conduct 1-to-1 meetings, training sessions and performance reviews to support staff development
• Work collaboratively with operations, sales and finance teams to improve customer service processes
• Act as the voice of the customer internally, identifying opportunities to enhance the customer journey
• Support recruitment, onboarding and training of new customer service team members

Key Requirements

• Previous Customer Service Manager, Customer Experience Manager, or Customer Service Team Leader experience
• Strong team leadership and people management skills
• Experience within product-based, FMCG, manufacturing or distribution environments
• Excellent communication and stakeholder management skills
• Strong organisational and problem-solving abilities
• Ability to work in a fast-paced customer-focused environment

What's On Offer?

• Salary of £40,000
• Early Friday finish
• Opportunity to lead a large customer service team
• Free on-site parking
• Retail discount vouchers
• Ongoing training and career development
• Supportive and collaborative working culture
• A leadership role where you can make a real impact on the customer experience