Customer Service Manager

Apply today to work as a Customer Service Manager for our client who was founded in 2020 and is one of the fastest growing start-ups in the UK offering high quality affordable health supplements.

Staffline is recruiting a Customer Service Manager in Luton.

The rate of pay is £38,000 to £40,000 per annum + bonus!

This is a full-time role and the hours of work are:
- 9am to 5.30pm

Your Time at Work

Our client is looking for an experience Customer Service Manager to lead and develop their Customer Service Team - this role is critical to ensuring we maintain exceptional service standards - they are currently at a Trust Pilot score of 4.9%

Job Responsibilities
-Team Leadership: Manage, mentor, and motivate a growing team of Customer Service Advisors to achieve individual and team performance goals.
-Customer Service Excellence: Ensure timely and high-quality responses across multiple channels, including email, live chat, social media, and occasional phone interactions.
-Process Improvement: Identify trends in customer feedback, propose actionable solutions, and implement improvement plans to enhance the customer journey.
-Training and Development: Oversee onboarding for new hires and provide ongoing coaching to develop team skills and product knowledge.
-Performance Monitoring: Track key metrics, such as response times and customer satisfaction scores, to measure and optimise team performance.
-Collaboration: Work closely with cross-functional teams, including Marketing, Operations, and Product Development, to align customer service initiatives with business objectives.
-Problem Resolution: Handle escalated customer issues and ensure resolution in a professional and efficient manner.
-Schedule Management: Oversee staffing schedules, ensuring coverage for 24/7 operations, including weekends and peak business periods.

Our Perfect Worker

What We're Looking For:

- On-Site Commitment: This is a fully on-site role with no scope for remote or hybrid working. Applicants must be comfortable working from our office.
-Remote Team Management: Proven experience managing remote or distributed teams is highly desirable.
-Experience: Proven track record of managing customer service teams, preferably in a fast-paced start-up or e-commerce environment.
-Customer-Centric Mindset: A passion for delivering exceptional customer experiences and the ability to instill this mindset in your team.
-Tech Savvy: Familiarity with ticketing platforms, Shopify, and shipping platforms is a must.
-Leadership Skills: Strong communication, problem-solving, and decision-making abilities, with a focus on driving team engagement and performance.
-Flexibility: Willingness to work varying shifts, including weekends, if required.
-Attention to Detail: Ability to manage data and maintain accurate records while ensuring high-quality service delivery.

What You'll Get
-The opportunity to lead and shape a high-performing team in one of the UK's fastest-growing start-ups.
-A supportive environment that values innovation, creativity, and professional development.
-Competitive salary and benefits package.
-Clear career growth pathways as the company continues to expand.

If you're an experienced leader with a passion for customer service and a drive to make an impact, we'd love to hear from you.

Key Information and Benefits

- Earn £38,000 to £40,000 per annum
- Full-time
- Free car parking on site
- Performance bonus
- Full training provided

Job ref - 1NUTG

About Staffline

Staffline is the UK's leading provider of flexible, temporary and permanent workforce solutions, enabling over 28,000 people into good work every day. We operate at more than 350 customer sites across England, Scotland and Wales.

Please note that our job adverts are correct at the time of publication, but some details and job responsibilities are subject to change.

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