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Customer Service Manager UK & IE
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Brooks Sports
Customer Service Manager UK & IE

Customer Service Manager UK & IE

Birmingham Full-Time 36000 - 60000 £ / year (est.) No home office possible
B

At a Glance

  • Tasks: Lead and inspire the Customer Service team to deliver top-notch support for Brooks UK & Ireland retailers.
  • Company: Join Brooks Sports, a leading brand in the athletic footwear and apparel industry.
  • Benefits: Enjoy a dynamic work environment with opportunities for growth and development.
  • Why this job: Be part of a customer-obsessed culture that values innovation and teamwork.
  • Qualifications: 5+ years in B2B customer service and 2+ years in a leadership role required.
  • Other info: Passion for sports and running is a plus!

The predicted salary is between 36000 - 60000 £ per year.

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Customer Service Manager UK & IE, Birmingham

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Client:

Brooks Sports

Location:

Birmingham, United Kingdom

Job Category:

Other

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EU work permit required:

Yes

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Job Reference:

37071a54c1a2

Job Views:

5

Posted:

12.07.2025

Expiry Date:

26.08.2025

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Job Description:

Your Job

: As the Customer Service Manager you lead, manage and inspire the Customer Service team which is the frontline contact for Brooks UK & Ireland retailers. Your primary focus is leading the customer-obsessed B2B teams to deliver best-in-class customer experience in support of our business model, core values, and goals. You supervise and coach the Customer Service team and work with the Territory Director, North and B2B Customer Service Manager, EMEA to ensure best in line customer service for the retailers (B2B). You are responsible for upholding the established standards of customer service excellence set by the Brooks Customer Service team whilst always looking for opportunities to improve. You will develop and drive a customer service mindset across your team and partner with managers across the organization to establish standards and ensure service level agreements SLAs_ and productivity goals are met. The role of Brooks Customer Service is to build relationships with retailers and support them through order processing, tracking and review performance against KPIs’ as well as product explanation. Customer Service also interacts daily with Sales, Marketing, Operations and Finance, and is an important line of communication for Sales and Marketing colleagues on the road.

Your Job

: As the Customer Service Manager you lead, manage and inspire the Customer Service team which is the frontline contact for Brooks UK & Ireland retailers. Your primary focus is leading the customer-obsessed B2B teams to deliver best-in-class customer experience in support of our business model, core values, and goals. You supervise and coach the Customer Service team and work with the Territory Director, North and B2B Customer Service Manager, EMEA to ensure best in line customer service for the retailers (B2B). You are responsible for upholding the established standards of customer service excellence set by the Brooks Customer Service team whilst always looking for opportunities to improve. You will develop and drive a customer service mindset across your team and partner with managers across the organization to establish standards and ensure service level agreements SLAs_ and productivity goals are met. The role of Brooks Customer Service is to build relationships with retailers and support them through order processing, tracking and review performance against KPIs’ as well as product explanation. Customer Service also interacts daily with Sales, Marketing, Operations and Finance, and is an important line of communication for Sales and Marketing colleagues on the road.

Your Responsibilities:

  • People Management:
  • Maintain team focus on the department vision and mission statements.
  • Lead, motivate, and manage the UK/IE Customer Service team Develop, delegate, and report on staff planning, hiring, onboarding, training, and supervision.
  • Create a culture of front line obsession, driving a consistent environment of problem solving and continuous improvement to create a frictionless experience to do business with Brooks and communicates our commitment to retailers.
  • Drive departmental goals, direction and work priorities in alignment with our culture: share vision of company goals with employees; set achievable but demanding objectives linked to key strategies in the region.
  • Measure and improve team productivity, knowledge and service levels based on volume and performance metrics. Responsible for driving team accountability and delivering results.
  • Manage existing, and train new, team members; provide coaching including goal development and setting objectives for the team.
  • Conduct quarterly SPRINT conversations with team members.
  • Customer Service Management:
  • Be the line manager for the Customer Service team in UK.
  • Actively monitor teams order book and bulk agreements for on-time delivery.
  • Act as the first point of contact for escalated retailer issues.
  • Monitor the CSR teams contacts with the customers to ensure quality and consistency.
  • Ensure accurate entry and tracking of customer orders and resulting follow-up and communication with customers.
  • Track orders to provide estimated delivery times, and work with Operations team or DC to re-arrange deliveries as needed.
  • Oversee the Team, and support as necessary, with placing at-once orders and providing information on inventory availability to accounts and Sales Reps.
  • Proactively communicate with Sales Reps or Sales Management regarding order amendments and cancellations.
  • Drive systems and process implementation with other customer service groups to ensure the team is following best practices, as well as sharing best practices back into other groups
  • Document and maintain SOP
  • Customer transaction flow
  • EDI / ISC interactions and strategy
  • Onboarding of new customers
  • Customer requirements
  • Manage vendor relations and tools from both a sales and customer operations perspective
  • ISC / SPS
  • Label vendor
  • Order entry
  • M3 (ongoing, testing, upgrading)
  • Oversee the team and support as necessary with maintaining customer database, answering inquiries/troubleshooting.
  • Provide accounts with information on our apparel and footwear lines and be able to help a customer determine which product is best for them.
  • Manage inquiries for B2B orders.
  • Support the team inworking with credit to resolve invoicing issues. Fill out credit memos/debit as needed.
  • Ensure returns and credits are processed and issues as necessary. Complete reports as provided by sales and management
  • Maintain expert knowledge or our core customer service systems including M3, Salesforce, etc.
  • Other projects and responsibilities as required

    • Your Qualifications:

  • Bachelor’s degree or equivalent experience required.
  • 5+ years’ B2B customer service experience.
  • 2+ year experience on leading a team.
  • Computer proficiency: Word, Excel, Outlook.
  • Native in English, demonstrating effective listening through concise, clear verbal and written communication.
  • Keen attention to details in planning, organization and execution of tasks, while still seeing the big picture and understanding how all of the pieces fit together and affect one another.
  • Ability to anticipate how a decision made can affect our customers, our partners, our products or other departments’ operations and/or morale; “connecting the dots.”
  • Demonstration of innovation and initiative – always looking at improving our products and processes while also displaying a willingness to dive into the details and help out wherever necessary.
  • Proven ability to work effectively with retailers and consumers.
  • Strong interpersonal skills and the ability to deal with adverse situations positively.
  • Ability to interact effectively and professionally with all levels of the organization.
  • Excellent interpersonal skills that inspire and build trust resulting in effective working relationships across the company, and with retailers and consumers.
  • Passionate participation in Brooks’ sports activities a plus, overridden by the ability to understand and empathize with the runner in order to develop loyal, engaging relationships with our customers and the Brooks community.

    • #J-18808-Ljbffr

    Customer Service Manager UK & IE employer: Brooks Sports

    Brooks Sports is an exceptional employer, offering a vibrant work culture in Birmingham that prioritises employee growth and development. As a Customer Service Manager, you will lead a passionate team dedicated to delivering outstanding service to our retailers, while enjoying benefits such as a supportive environment, opportunities for professional advancement, and the chance to engage with a community that shares your love for sports.
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    Contact Detail:

    Brooks Sports Recruiting Team

    View Brooks Sports Profile

    StudySmarter Expert Advice 🤫

    We think this is how you could land Customer Service Manager UK & IE

    ✨Tip Number 1

    Familiarise yourself with Brooks Sports' core values and customer service standards. Understanding their mission will help you align your approach during interviews and discussions, showcasing that you're a great fit for the team.

    ✨Tip Number 2

    Network with current or former employees of Brooks Sports on platforms like LinkedIn. Engaging in conversations can provide insights into the company culture and expectations, which can be invaluable during your application process.

    ✨Tip Number 3

    Prepare to discuss specific examples of how you've led teams in a customer service environment. Highlighting your experience in managing B2B relationships and improving service levels will demonstrate your capability for the role.

    ✨Tip Number 4

    Stay updated on industry trends in customer service and retail, particularly in the sports sector. Being knowledgeable about current challenges and innovations can set you apart as a candidate who is proactive and well-informed.

    We think you need these skills to ace Customer Service Manager UK & IE

    Leadership Skills
    Team Management
    B2B Customer Service Experience
    Coaching and Mentoring
    Problem-Solving Skills
    Communication Skills
    Attention to Detail
    Customer Relationship Management
    Order Processing
    Performance Metrics Analysis
    Interpersonal Skills
    Conflict Resolution
    Process Improvement
    Proficiency in Microsoft Office Suite (Word, Excel, Outlook)
    Knowledge of Customer Service Systems (e.g., M3, Salesforce)
    Ability to Work Under Pressure

    Some tips for your application 🫡

    Tailor Your CV: Make sure your CV highlights relevant experience in customer service management, particularly in a B2B context. Use specific examples that demonstrate your leadership skills and ability to drive team performance.

    Craft a Compelling Cover Letter: In your cover letter, express your passion for customer service and how it aligns with Brooks Sports' values. Mention your experience in leading teams and improving customer experiences, and explain why you are excited about this role.

    Highlight Relevant Skills: Emphasise your skills in communication, problem-solving, and team management. Provide examples of how you've successfully managed customer relationships and improved service levels in previous roles.

    Showcase Your Knowledge of the Brand: Demonstrate your understanding of Brooks Sports and its commitment to customer service. Mention any personal connection to the brand or its products, especially if you have experience in sports or running, to show your genuine interest.

    How to prepare for a job interview at Brooks Sports

    ✨Show Your Leadership Skills

    As a Customer Service Manager, you'll be leading a team. Be prepared to discuss your leadership style and provide examples of how you've motivated and developed your team in the past.

    ✨Demonstrate Customer-Centric Thinking

    This role is all about delivering an exceptional customer experience. Be ready to share specific instances where you've gone above and beyond for customers or improved service processes.

    ✨Know the Company and Its Values

    Familiarise yourself with Brooks Sports' mission and values. Show how your personal values align with theirs and how you can contribute to their customer service excellence.

    ✨Prepare for Scenario-Based Questions

    Expect questions that assess your problem-solving abilities. Think of scenarios where you've handled difficult customer situations or improved team performance, and be ready to discuss these in detail.

    Customer Service Manager UK & IE
    Brooks Sports
    B
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