At a Glance
- Tasks: Lead and develop a customer service team while enhancing customer satisfaction and efficiency.
- Company: Established ecommerce brand focused on delivering outstanding customer experiences.
- Benefits: Competitive salary, career growth opportunities, and the chance to shape customer service strategy.
- Other info: Opportunity to work with innovative technology and improve processes for better customer journeys.
- Why this job: Make a real impact on customer loyalty and commercial growth in a dynamic environment.
- Qualifications: Five years of ecommerce customer service experience and strong leadership skills required.
The predicted salary is between 44817 - 54777 £ per year.
CCP is delighted to be recruiting a
Customer Service Manager on behalf of an established ecommerce consumer brand.
This is an exciting opportunity for an experienced customer service leader to shape a growing operation, manage both an in-house team and an outsourced contact centre, and deliver measurable improvements across customer satisfaction, efficiency and retention.
The Role
Reporting to the Ecommerce Operations Manager, you will take ownership of the customer service function and ensure customers consistently receive a responsive, high-quality service.
Your responsibilities will include
- Leading, coaching and developing the in-house customer service team.
- Reviewing the team structure and supporting recruitment, onboarding and training.
- Handling complex, escalated and VIP complaints through to resolution.
- Overseeing refunds and ensuring Pay Pal disputes are resolved promptly.
- Establishing meaningful KPIs and monitoring performance each week.
- Reducing ticket backlogs, response and resolution times, and the ticket-to-order ratio.
- Improving response quality, customer satisfaction and commercial customer retention.
- Evaluating the outsourced contact centre and, if required, supporting the selection and migration to a new partner.
- Setting appropriate service targets for the outsourced team and holding the partner accountable for delivery.
- Conducting regular performance meetings, site visits and quality checks.
- Identifying recurring customer issues and implementing plans to address their root causes.
- Forecasting ticket volumes and planning resources and schedules to support business growth.
- Reviewing workflows, email templates, training materials and operating processes.
- Identifying opportunities to improve efficiency through technology, automation, AI agents and chatbots.
- Working closely with fulfilment, product, stock and wider ecommerce teams to improve the customer journey.
- Supporting product-review activity and initiatives to improve external review scores.
- Ensuring compliance with personal data protection requirements.
- Balancing excellent service delivery with effective cost management.
About You
You will be a proactive and commercially minded customer service professional who is passionate about delivering an outstanding customer experience.
The successful candidate will ideally have
- At least five years' ecommerce customer service experience within an established fashion, homeware, lifestyle brand or retailer.
- Experience supporting customers across European markets.
- Proven experience managing both an in-house customer service team and an outsourced contact centre.
- Strong leadership, coaching and performance-management skills.
- A track record of delivering measurable improvements in KPIs, efficiency and customer satisfaction.
- Experience using CRM platforms such as Zendesk or Gorgias, together with ERP systems, AI tools, chatbots and Microsoft Office.
- Excellent problem-solving, organisational and communication skills.
- The resilience and attention to detail required in a fast-moving commercial environment.
- A degree or equivalent level of education.
German, French, Italian or Spanish language skills would be advantageous. Some travel may be required.
Why Apply?
This is a high-impact role offering the opportunity to influence customer service strategy, develop people and processes, and help build a service operation that contributes directly to customer loyalty and commercial growth.
If this role is of interest and you feel you have the relevant experience, please apply online and we'll aim to respond to your application within 72 hours.
Alternatively, if you have any questions, please email .
IND/SPEC
Customer Service Manager - Ecommerce in London employer: CCP Recruitment LTD Careers
Join a dynamic and supportive team at our Truro Head Office, where we prioritise employee growth and development in the thriving field of Debt Recovery. As a Customer Service Advisor, you'll enjoy a competitive salary, uncapped commission, and a range of benefits including a company pension and performance bonuses, all within a culture that values exceptional service and strong customer relationships. With exciting growth plans on the horizon, this is an excellent opportunity for those looking to make a meaningful impact while advancing their career.
Contact Details:
CCP Recruitment LTD Careers Recruitment Team
StudySmarter Expert Advice🤫
We think this is how you could land Customer Service Manager - Ecommerce in London
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at CCP Recruitment LTD Careers. Check out their social media, read reviews on sites like Glassdoor, and see how they engage with customers. It'll give you clues on their values and help tailor your conversation during interviews.
✨Join Customer Support Communities
Dive into online communities like those on Reddit or LinkedIn where customer support pros hang out. Participating in discussions or asking questions can make you more visible to potential recruiters and help you learn about job openings at companies like CCP Recruitment LTD Careers before they even post them.
✨Attend Job Fairs or Networking Events
Look out for local job fairs or events specifically for customer support roles. This is your chance to meet hiring managers face-to-face, and you might even get the opportunity to interview on the spot!
✨Show Off Your Skills with Customer Interactions
In the customer support world, showcasing your communication skills is key. Consider creating a short video introducing yourself or even doing a mock call to showcase your abilities. It's a memorable way to stand out, especially if you can share this during your interview process!
We think you need these skills to ace Customer Service Manager - Ecommerce in London
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear communication is key. Make sure your CV highlights any experience you've had in customer-facing roles and your ability to resolve issues. Don't shy away from including specific examples of how you've gone above and beyond to help customers – this really shows your potential in the role.
Tailor Your Cover Letter to CCP Recruitment LTD Careers:Your cover letter is your chance to shine! Tell us why you want to work at CCP Recruitment LTD Careers specifically. Mention any unique aspects of our company that resonate with you and how your skills can enhance our customer support. This personal touch will set your application apart from the rest!
Highlight Any Relevant Tools or Tech Skills:If you've used customer support software like Zendesk or Freshdesk or have experience with CRM systems, make sure to mention these in your application. Being familiar with industry-standard tools can be a big plus for us when we’re reviewing applications, as it shows you can hit the ground running!
Demonstrate Your Problem-Solving Skills:Customer support roles often require a knack for problem-solving. In your application, share examples of past experiences where you've tackled tough situations or resolved conflicts effectively. This will give us a good sense of how you handle challenges—an essential skill for success at CCP Recruitment LTD Careers!
How to prepare for a job interview at CCP Recruitment LTD Careers
✨Show Off Your People Skills
In customer support, it's all about communicating effectively. Prepare to share instances from your past experiences where you handled difficult customers or resolved conflicts. We want to hear how you empathised and found the best solutions, so think of specific examples to back up your stories!
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like Zendesk or Freshdesk, and make sure to review how you’ve used any similar systems in the past. During the interview, being able to discuss your hands-on experience with software or ticketing systems can really set you apart from the competition, so don’t skip this prep!
✨Show Genuine Enthusiasm
As this is a full-time role, employers want someone who isn’t just looking for any job, but wants to grow within customer support. Make sure to express your enthusiasm for helping customers and your desire to develop your skills. Show them why you're passionate about this field!
✨Practice Common Scenarios
Be prepared for role-playing scenarios where you might have to reassess a solution with a frustrated customer or explain a complex process in simple terms. Practising these common scenarios can help us feel more confident and demonstrate our practical skills effectively during the interview.
