Customer Service Manager

Job Title: Customer Service Manager\\n\\nLocation: Milton Keynes\\n\\nHours: Monday to Friday 9am – 5:30pm (Site Based)\\n\\nSalary: Negotiable on experience\\n\\nGPS Recruitment are looking for an experienced Customer Service Manager (CSM) with a passion for efficiency, strong problem-solving abilities. You will lead from the front and be accountable for the end-to-end accuracy, flow, delivery-readiness of all customer orders and retention of those customers. This is a senior role to drive accountability, enforces high standards, and continually improves team performance and process control.\\n\\nKey Responsibilities:\\n\\n * continuous improvement and development of the CS team.\\n\\n * Lead and support the CS team, building a culture of personal ownership, continuous improvement, and customer-first thinking.

Aiming for exceptional customer service is key.\\n\\n * Set customer service procedures, implement and monitor clear KPIs (e.g., order accuracy, response times, and invoice timeliness).\\n\\n * Ensure order entry is correct the first timecodes, quantities, and dates must be fully validated.\\n\\n * Use daily reports to catch and resolve exceptions: urgent orders, missing invoices, data errors, and customer setup issues.\\n\\n * Review customer feedback regularly and use insights to enhance service quality, internal processes, and communication.\\n\\n * Oversee daily order flow to ensure timely processing, release, and invoicing, avoiding bottlenecks or unnecessary escalation.\\n\\n * Utilising the B2B platform and taking complete ownership to ensure it meets the requirements for customer service.\\n\\n * Deliver regular performance reports on key operational metrics including order fulfilment rates, customer satisfaction, and delivery accuracy.\\n\\nSkills and Qualifications:\\n\\n * Previous experience in a customer service leadership role, preferably in B2B or luxury goods is essential.\\n\\n * Experience managing a team in a fast-paced, order-driven environment.\\n\\n * Strong communication and cross-functional collaboration skills.\\n\\n * Confident using ERP/WMS systems (e.g., BlueCherry, Softeon) and advanced Excel.\\n\\n * Clear understanding of logistics and fulfilment processes.\\n\\n * Strong attention to detail and ability to manage competing priorities