Customer Service & Operations 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 & Operations Manager to join a well-established and growing organisation based in Aldershot.

This is a key leadership role responsible for managing and developing a team of 20+ customer service advisors, while driving operational efficiency and delivering a consistently high standard of customer service.

This opportunity is ideal for someone who has proven people management experience within a fast-paced SME environment, and who enjoys leading from the front, improving processes, and building high-performing teams.

The Role

As Customer Service & Operations Manager, you will take full ownership of the customer service function, ensuring service levels are maintained while continuously improving team performance, processes, and overall customer experience.

This is a hands-on management role, requiring strong leadership, organisation, and the ability to manage both people and operations effectively.

Key Responsibilities

• Lead, manage and develop a team of 20+ customer service advisors
• Drive team performance against KPIs, service levels and customer satisfaction targets
• Conduct regular 1-to-1s, performance reviews and coaching sessions
• Manage team scheduling, workload planning and resource allocation
• Handle escalated customer queries and complaints professionally
• Analyse performance data to identify trends and implement improvements
• Improve processes across customer service and wider operations
• Work closely with internal teams including operations, sales and finance
• Support recruitment, onboarding and training of new team members
• Create a positive, accountable and high-performing team culture

Key Requirements

• Proven experience managing customer service teams (ideally 10+ people)
• Strong people leadership skills, with experience coaching and developing teams
• Experience working within an SME or hands-on environment
• Background within product-based, FMCG, manufacturing or distribution sectors
• Strong operational mindset with the ability to improve processes and efficiency
• Confident managing KPIs, performance and service delivery
• Excellent communication and stakeholder management skills
• Highly organised with a proactive, solutions-focused approach

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