Customer Service Manager

We're BioPak, decent packaging and Huskee, and we're dedicated to providing sustainable takeaway solutions to the hospitality industry and beyond. We are building a group of companies that are truly world-class in their particular fields and aiming for a world without oil dependence and waste.

Together, we're bringing sustainable, plant-based solutions and alternatives to petrochemical-based packaging to the UK market, along with a market leading reusable cup solution. We're here to simplify sustainability for your business.

Job Title: Customer Support Manager

Location: London, Hoxton

Contract: Full time, Annual Salary: £37-45k DOE

Perks & Benefits:

• Flexible hybrid working (3 days minimum)
• 25 days of holiday (excluding bank holidays)
• Team socials plus plenty of industry events
• Bupa Health Care

The role:

We are looking for an experienced and people-focused Customer Service Manager to lead our customer service and operations team for decent. You will oversee day-to-day operations, ensure the smooth running of order processing and sales support, and most importantly, deliver an excellent customer experience across multiple brands. This role combines hands-on problem solving with leadership, process improvement, and cross-functional collaboration.

Key Responsibilities:

Customer Service/Operations:

• Lead, motivate, and support the Customer Service team, fostering a positive, customer-first culture.
• Set clear goals and performance standards, conducting regular reviews and quality checks across written and verbal interactions.
• Onboard, train, and develop team members to ensure consistent service delivery aligned with brand expectations.
• Manage workload allocation and scheduling, ensuring adequate cover during peak periods, holidays, and absences.
• Act as the primary escalation point for complex customer issues, supporting the team with resolution and decision-making.
• Encourage open communication and feedback within the team to drive continuous improvement.
• Oversee day-to-day customer service and operations performance across multiple brands, ensuring SLAs are consistently met.
• Manage the processing of orders, monitoring out-of-stock items, and resolving issues with customers, colleagues, and third-party partners.
• Liaise with warehouse, courier, purchasing, and finance teams to ensure smooth order fulfilment and timely invoicing.
• Conduct regular quality assurance checks and use customer insights to improve the overall customer journey.
• Manage customer communications across email, phone, and social media channels, ensuring tone and messaging align with brand guidelines.
• Support the development of customer service processes, knowledge bases, and tools (e.g. Zendesk) to streamline workflows and improve efficiency.

Sales Support:

• Oversee the handling of inbound sales enquiries and ensure the team provides excellent product knowledge and service.
• Support sales growth by ensuring the team proactively builds strong relationships with both existing and prospective customers.
• Collaborate with the Purchasing team to manage larger stock orders and ensure alignment across departments.
• Identify opportunities to improve the customer experience and communicate insights to support business development.

What we're looking for:

• Proven experience in a customer service management or leadership role, ideally within e-commerce, operations, or B2B sales.
• Strong people management skills with a track record of motivating and developing teams.
• Excellent communication and problem-solving skills, with the ability to handle escalations effectively.
• Highly organised, data-driven, and solutions-focused, with a passion for continuous improvement.
• Experience with CRM (e.g. Pipedrive), ERP (e.g. NetSuite), and/or customer service platforms (e.g. Zendesk) is an advantage.