Customer Service Manager

Location: Shoreham-by-Sea
Salary: £30,000 - £35,000 + Bonus
Hours: Full-time, Onsite

A fantastic opportunity has arisen for an experienced Customer Service Manager to join a very established business who are growing year on year! This role is perfect for someone who thrives on improving customer journeys, developing people, and ensuring operational excellence across all service touchpoints.

In this position, you'll take the lead in driving customer satisfaction, supporting revenue growth, and ensuring strong performance across your team. You'll oversee the day to day workflow of Customer Service Executives, providing coaching and guidance to help them deliver first class aftercare. A key part of the role is identifying service bottlenecks, recurring challenges, and opportunities to streamline processes in collaboration with other regional leaders.

• Overseeing the delivery of exceptional service across phone, email, live chat, and social platforms
• Managing team KPIs, workload and performance targets
• Ensuring timely responses to customer queries and service requests
• Coaching the team and supporting ongoing training and development
• Producing clear service reports and performance analysis
• Taking ownership of complex or escalated customer issues
• Working cross functionally to reduce errors, improve turnaround times, and enhance customer satisfaction

• Customer service leadership role experience
• A genuine commitment to outstanding customer care
• Confident communicator with strong written and verbal skills
• Excellent attention to detail and ability to remain organised
• Motivational leadership style with a positive, proactive approach
• Comfortable making decisions, improving processes, and driving change
• Experience using CRM systems

Please apply with your CV now; interviewing asap!

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