Due to continued sales growth, an exciting opportunity has arisen to join Big Furniture Warehouse, a progressive and fast-growing online furniture retailer. We are looking for a Customer Services Manager who can combine hands-on customer service with leading the development of our growing team and function.
This role is both operational and strategic — you’ll actively handle customer enquiries while also driving improvements in how the department works, ensuring we deliver an outstanding customer experience across multiple sales channels.Due to continued sales growth, an exciting opportunity has arisen to join Big Furniture Warehouse, a progressive and fast-growing online furniture retailer. We are looking for a Customer Services Manager who can combine hands-on customer service with leading the development of our growing team and function.
This role is both operational and strategic — you’ll actively handle customer enquiries while also driving improvements in how the department works, ensuring we deliver an outstanding customer experience across multiple sales channels.

KEY ATTRIBUTES & SKILLS:

• Minimum 3 years’ customer service experience, ideally with at least 1 year in a senior or supervisory role.
• Comfortable working hands-on in a busy customer service function, while guiding and coaching others.
• Strong experience in a multi-channel e-commerce environment.
• Excellent written and verbal communication skills.
• Highly organised, with the ability to prioritise and manage workload under pressure.
• Experience with CRM software; knowledge of Linnworks and eDesk is desirable.
• A proactive mindset, focused on problem-solving and continuous improvement.

• Act as a senior point of contact for customer enquiries, issues, and complaints, resolving them promptly and to the highest standard.
• Lead by example — working hands-on with the team across CRM, email, marketplaces, and social media channels.
• Manage service across multiple channels, including resolution cases, returns, and customer feedback.
• Develop processes, reporting, and training to improve efficiency, service quality, and consistency.
• Proactively identify recurring issues and escalate them to the wider business to protect brand reputation and enhance customer satisfaction.
• Act as the escalation point for complex or high-priority cases, liaising with internal teams and external partners.
• Monitor KPIs, reporting regularly on performance and ensuring the department keeps pace with business growth.