Job Details

Job title: Customer Service Manager

Location: Aldershot

Hours: Monday - Thursday 8.30am - 17.30pm and Friday 8.30am - 17.00pm

Salary: -40k

Perks: Career progression with a growing company, retail discount vouchers, training enhancement

Our client

Our client is a well-established and growing business in Aldershot, known for delivering high-quality service to both corporate and private clients. With a strong reputation in their sector and a collaborative team culture, they are now seeking a proactive and experienced Customer Service Manager to oversee and develop their customer service team of 23. This is a fantastic opportunity for someone who thrives in a busy, client-driven environment and enjoys motivating people, streamlining processes, and leading with confidence.

The role

As Customer Service Manager, you will take full responsibility for managing a team of 23 customer service professionals. You'll be the key driver of team performance, service delivery, and customer satisfaction-playing a pivotal role in shaping the customer journey from start to finish. This is a hands-on leadership role ideal for someone who brings energy, structure, and a solutions-focused mindset to their team.

Key responsibilities

• Lead, mentor, and supervise a team of 23 customer service advisors, ensuring performance targets and service standards are consistently met
• Foster a supportive and collaborative team culture, encouraging continuous development and accountability
• Handle escalated and complex customer queries, ensuring timely and professional resolution
• Analyse team performance metrics, produce reports, and implement service improvements based on data and customer feedback
• Oversee resource planning, rota management, and daily workload distribution across the team
• Conduct regular 1:1s, training sessions, and performance reviews to drive growth and retention
• Collaborate cross-functionally with departments such as operations, sales, and finance to streamline workflows and resolve customer issues
• Champion the customer experience internally, acting as the voice of the customer and driving process improvements accordingly
• Assist with recruitment, onboarding, and induction of new team members

Key requirements

• Product or FMCG industry experience
• Team management or supervisory experience
• Excellent communication skills.
• High level of organisational ability.
• Adaptable in a fast moving, pressured and changing environment.

What's on offer?

• Competitive salary of -40,000
• Early Friday finish
• The chance to lead a sizeable, motivated team in a business that values people and performance
• Free on-site parking
• A collaborative and down-to-earth working environment
• Opportunities for career development in line with company growth
• A leadership role where your input and management style will make a real difference