Customer Services Manager

Customer Service Manager  Award-Winning Speciality Food & Drink Wholesaler   About Our Client   This multi-award-winning speciality food and drink wholesaler is seeking a dynamic Customer Service Manager to lead their talented team. With 10 prestigious industry awards in recent years—including being named the Elite Business No.1 SME in the UK and winning a coveted Grocer Gold Award—this is a chance to join a thriving business at the forefront of the speciality food sector. As a certified B-Corporation with exceptional environmental and social standards, our client uses business as a force for good. They've been carbon neutral since 2019 !!   The Role As Customer Service Manager, you'll lead a talented team while identifying ways to enhance service to a broad customer base and converting sales through initiatives provided by the sales and marketing teams. You'll work closely with internal departments and logistics partners to continuously improve the customer experience.   Key Responsibilities: Act as a customer champion, delivering best practice for excellent customer experience Ensure the team delivers against service targets, including upselling promotions and products Collaborate with the sales team on projects to win back lapsed customers and convert new leads Build rapport between Customer Service and field sales teams Lead by example and positively influence team culture Motivate and coach the team through regular one-to-one meetings Provide weekly/monthly performance reporting to the Leadership team Monitor customer satisfaction and act on trends to improve experience Review work quality through call recordings and address training needs Manage department scheduling to maintain service levels Partner with Operations to resolve customer queries and complaints The ideal candidate will have a passion for food and drink, preferably with knowledge of the speciality sector (though candidates from other industries will be considered). You understand the value of relationship building, customer service, and sales development, and have experience managing and developing talent.   Required Experience: 5+ years in customer service, preferably in a sales-led business 3+ years line management experience Proven ability to coach and develop teams Experience managing a large volume of accounts Proficiency with Microsoft Teams, Excel, PowerPoint, and Outlook Strong numeracy and literacy skills CRM experience desirable but not essential What's On Offer Competitive salary Generous benefits package Opportunity to work with an ethical, purpose-driven business Be part of a diverse, experienced team with extensive market knowledge If you're passionate about premium food and drink and ready to lead a customer service team to excellence, we'd love to hear from you