Customer Service Manager

Position Overview

We are seeking a driven and experienced Customer Service Manager to lead an expanding retail team based in Huddersfield. This full-time role offers a salary around £45,000 per annum and operates Monday through Friday onsite.

Role Responsibilities

• Oversee daily operations of the customer service function ensuring excellent customer experiences throughout their journey.
• Provide leadership, motivation, and professional development opportunities to the customer service team.
• Monitor key performance indicators including service levels, response times, and customer satisfaction.
• Coach and mentor team members to enhance both individual and collective performance.
• Identify and implement improvements in customer journeys and internal procedures.
• Manage escalated customer issues and complaints to resolution.
• Collaborate closely with Sales, Operations, and Marketing teams to ensure alignment and quality service delivery.
• Analyze customer feedback and performance data to detect patterns and opportunities for improvement.
• Support recruitment, induction, ongoing training, and development of team members.
• Ensure department-wide consistency in professionalism and customer centricity.
• Foster a culture of accountability and continuous enhancement.

Candidate Profile

• Demonstrable experience leading or managing a customer-facing team.
• Background in retail, e-commerce, or consumer-centric environments is preferred.
• Strong skills in people management and team coaching.
• Proven track record in achieving customer service objectives and KPIs.
• Exceptional communication and problem-solving capabilities.
• Experience handling elevated complaints and difficult customer interactions.
• Ability to use data effectively for managing and improving performance.
• Collaborative mindset to work cross-departmentally.
• Proactive attitude combined with a passion for outstanding customer experience delivery.