Customer Service Manager

Customer Services Manager £55,000 - £60,000

Euston, London

Are you a passionate leader with a knack for delivering exceptional customer experiences? Our client is seeking a dedicated and experienced Customer Service Manager to join their team on a 12-month maternity cover contract. This pivotal role supports the day-to-day management of the Customer Service function, ensuring the company’s reputation for outstanding care is upheld.

About the Role

As Customer Service Manager, you will:

• Lead and support a team of customer service representatives.
• Monitor KPIs and drive continuous improvement.
• Handle escalated inquiries with professionalism and empathy.
• Refine policies and processes to boost efficiency.
• Leverage AI tools to enhance service delivery.
• Collaborate with Product, Tech, Operations, Brand, and Growth teams.
• Maintain and update service tools and documentation.
• Prepare the team for product launches and campaigns.

Additional Responsibilities

• Coordinate with the warehouse team for accurate order fulfilment.
• Use the Warehouse Management System to track performance metrics.
• Communicate campaign and product updates across teams.

What We’re Looking For

• Proven experience in customer service management or supervision.
• Strong leadership and interpersonal skills.
• Excellent written and verbal communication.
• Solutions-focused with strong problem-solving abilities.
• Proficiency in customer service platforms and reporting tools.
• Experience using AI in customer service operations is essential.
• A deep understanding of customer expectations and satisfaction.