Job Description
Customer Services ManagerLocation: Stoke-on-Trent Salary: 32,000 - 36,000 Hours: Full Time, Monday to FridayAbout the RoleA fantastic opportunity has arisen for an experienced Customer Services Manager to join a fast-paced business operating within the logistics, fulfilment and e-commerce sector.This role is ideal for a hands-on leader who is passionate about delivering exceptional customer service, developing high-performing teams and driving continuous improvement. You will be responsible for managing the customer service function, ensuring customers receive a professional and efficient service while working closely with operational teams to maintain service excellence.Key ResponsibilitiesLead, motivate and develop a team of Customer Service Advisors.Manage the day-to-day performance of the customer service department.Act as the main escalation point for customer queries and complaints.Build and maintain strong relationships with customers and key stakeholders.Oversee order management and ensure customer enquiries are resolved efficiently.Work closely with warehouse and operational teams to ensure smooth service delivery.Monitor customer feedback and identify opportunities to improve the customer journey.Implement and maintain customer service processes and best practices.Produce reports and analyse customer service performance.Drive continuous improvement initiatives across the department.Support recruitment, onboarding and training of new team members.About YouPrevious ..... full job details .....