Full job description

Customer Service Team Manager

£37,000 - £40,000 per annum

Uxbridge

We are on the lookout for an experienced Customer Service Team Manager to join a successful business based in Uxbridge.

This is a key role overseeing the day-to-day operations of the Customer Service and Order Management team, acting as an important link between customers and the wider internal operations of the business.

The main focus of the role will be to ensure accurate and efficient order processing, manage delivery and pricing discrepancies, and maintain a consistently high level of customer satisfaction within a fast-paced environment.

You will work closely with a range of internal departments, including Supply Chain, Commercial, Finance and Sales, ensuring customer requirements are managed effectively from order through to delivery.

The ideal candidate will have previous experience within a busy customer service environment, ideally working with FMCG products. Strong Excel skills are essential, with experience using SAP or Salesforce highly desirable.

Key Responsibilities

• Manage and support the Customer Service team, including training, performance feedback and regular reviews
• Support with the recruitment and onboarding of new team members
• Oversee the team's workload and effectively allocate tasks and responsibilities
• Manage and oversee customer order processing from order through to delivery
• Work closely with the Supply Chain team to coordinate customer orders and deliveries
• Resolve customer queries, delivery issues and pricing discrepancies efficiently
• Handle complex problems and provide effective solutions to both customers and internal teams
• Approve credit notes where required
• Maintain strong communication between Customer Service and wider internal departments
• Ensure a consistently high level of customer service and order accuracy

About You

• Previous experience managing or supervising a Customer Service team
• Experience working within a busy, fast-paced customer service or order management environment
• FMCG experience would be highly desirable
• Strong organisational and communication skills
• Excellent problem-solving skills with the ability to manage complex queries
• Strong Excel skills are essential
• Experience using SAP and/or Salesforce would be advantageous
• A customer-focused approach with the ability to build strong internal and external relationships

The Opportunity

This is a fantastic opportunity for an experienced Customer Service professional looking to take the next step in their career and lead a busy, collaborative team within an established business.

• If you have the experience and skills we're looking for, we'd love to hear from you.