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- Tasks: Lead and inspire a team to deliver exceptional customer service.
- Company: Join a supportive company that values teamwork and personal growth.
- Benefits: Up to £40,000 salary, 26 days holiday, free lunch, and hybrid working.
- Why this job: Make a real impact by shaping service delivery and developing your team.
- Qualifications: 3+ years in people management, strong communication, and problem-solving skills.
- Other info: Enjoy a dynamic work environment with opportunities for continuous improvement.
The predicted salary is between 36000 - 60000 £ per year.
Lead People. Deliver Great Service. Make a Real Impact. We’re looking for a confident, experienced people manager who knows how to bring out the best in a team and keep our members at the heart of everything they do. This role is ideal for someone who enjoys leading from the front, balancing day‑to‑day people management with delivering a consistently positive member experience. You’ll have the opportunity to shape how service is delivered, develop your team, and influence improvements that genuinely make a difference. You’ll have the autonomy to run your area effectively, while supporting and developing your team and handling challenges with professionalism, empathy and confidence.
What you’ll be doing:
- Leading, motivating and developing a team within a busy, member‑focused service environment
- Setting clear objectives and supporting your team to meet and exceed service expectations
- Ensuring members receive a high standard of service across all interactions, including calls, emails and online enquiries
- Acting as an escalation point for complex member issues, ensuring timely and effective resolution
- Coaching individuals through regular feedback, one‑to‑ones and performance reviews
- Managing performance constructively and supporting continuous improvement
- Working closely with colleagues across the business to ensure smooth operations and shared success
- Identifying opportunities to improve processes, workflows and ways of working
- Using data, insight and member feedback to enhance service delivery and engagement
What we’re looking for:
- Extensive people management experience (3 years minimum), ideally within a customer service or customer‑facing environment
- A strong understanding of what great service looks like and how to deliver it consistently through others
- Confidence in leading, motivating and developing teams in a fast‑paced setting
- Excellent communication skills, with the ability to handle sensitive conversations and build trust
- An organised and proactive approach, with sound judgement and the confidence to make decisions
- Strong problem‑solving skills and a mindset focused on solutions and continuous improvement
- Comfortable using IT systems and data to manage performance and support service delivery
Our Values – Being better, together:
- Care – We treat others with kindness, care about the impact of our work, and support each other when it matters most.
- Collaborate – We work together openly and honestly to achieve shared goals.
- Communicate – We communicate clearly, respectfully and in a way that builds trust.
- Curious – We always ask ‘why’ and seek to understand more.
- Creative – We look for better ways, not just the usual ways.
- Challenge – We’re not afraid to ask difficult questions if it helps us improve.
Why work with us?
We believe in recognising the great work our people do and creating an environment where everyone can thrive, including offering:
- Salary of up to £40,000 per annum
- 26 days holiday + bank holidays, rising with each year of service (up to 7 additional days)
- Birthday off (if it falls on your working day!)
- Free lunch daily from our onsite café
- AF Membership – enjoy exclusive discounts at hundreds of retailers and suppliers
- Life assurance
- Health insurance
- Discounted gym membership
- Cycle to work scheme
- Hybrid working – one day at home per week
- Free onsite parking
Details:
- Seniority level: Mid‑Senior level
- Employment type: Full‑time
- Industries: Farming
Customer Service Manager employer: AF (The AF Group)
Contact Detail:
AF (The AF Group) Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Customer Service Manager
✨Tip Number 1
Get to know the company culture before your interview. Check out their social media, read reviews, and see how they interact with customers. This will help you tailor your answers and show that you're genuinely interested in being part of their team.
✨Tip Number 2
Practice your responses to common interview questions, but keep it natural. Use the STAR method (Situation, Task, Action, Result) to structure your answers, especially when discussing your people management experience. We want to hear about real examples that showcase your skills!
✨Tip Number 3
Don’t forget to prepare some thoughtful questions for your interviewer. This shows that you’re engaged and serious about the role. Ask about team dynamics, challenges they face, or how success is measured in the position.
✨Tip Number 4
After your interview, send a quick thank-you email. It’s a nice touch that keeps you on their radar. Mention something specific from your conversation to remind them of your enthusiasm and fit for the role. And remember, apply through our website for the best chance!
We think you need these skills to ace Customer Service Manager
Some tips for your application 🫡
Show Your Leadership Skills: When writing your application, make sure to highlight your experience in leading and developing teams. We want to see how you've motivated others and delivered great service in previous roles.
Be Member-Focused: Remember to emphasise your commitment to putting members at the heart of everything you do. Share examples of how you've ensured a positive member experience and resolved complex issues effectively.
Communicate Clearly: Use clear and concise language in your application. We value excellent communication skills, so make sure your writing reflects that. Avoid jargon and keep it straightforward!
Apply Through Our Website: We encourage you to apply directly through our website. It’s the best way for us to receive your application and ensures you don’t miss out on any important details about the role.
How to prepare for a job interview at AF (The AF Group)
✨Know Your Stuff
Before the interview, make sure you understand the company’s values and how they align with your own. Familiarise yourself with their customer service approach and think about how you can contribute to enhancing that experience.
✨Showcase Your Leadership Skills
Prepare examples of how you've successfully led teams in the past. Be ready to discuss specific situations where you motivated your team or resolved conflicts, highlighting your ability to balance people management with delivering great service.
✨Be Data-Driven
Since the role involves using data to improve service delivery, come prepared with insights from your previous roles. Discuss how you've used data to identify areas for improvement and the impact it had on service outcomes.
✨Practice Empathy and Communication
Think about how you would handle sensitive conversations and complex member issues. Practising these scenarios can help you articulate your approach during the interview, showcasing your ability to communicate clearly and build trust.
